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4 Requirements for Customer Self-Service Technology

Customers expect quick, accurate answers to their questions about your product and services. Whether they look it up on the web, contact your call center, visit your Facebook page, or shop at a brick-and-mortar location, delivering consistent, thorough, and accurate knowledge is critical. Customer self-service capabilities provide your customers with the ability to get immediate...

Subway Social Media Snafu

This article over at FoxNews.com, "The case of the missing inch: Why don't all Subway 'footlong' subs measure up?" demonstrates a perfect example of a customer using a company's social media page to cause problems. Below is an excerpt from the article: "What's in an inch? Apparently, enough missing meat, cheese and tomatoes to cause an uproar. Subway, the world's largest...

3 Tips for Using Social Media in Healthcare Customer Engagement

Customer communications have dramatically evolved over the last decade. As a result, healthcare customer engagement has evolved too. Social media is now an essential part of a healthcare firm's overall communications strategy. Effectively engaging your customers online now goes far beyond encouraging them to visit your website. Patients can now recommend you, review your services,...

2013 will be the year of Total Customer Engagement

In his article over at fourthsource.com, Felix Velarde posits 2013 will be the year of Total Customer Engagement. You should click over to read the entire piece, but there are a few points I wanted to highlight that we at USAN think are spot-on accurate. "Most companies today have a web strategy, which may include e-commerce. They...

Customer Self Service Goes Mobile

One of the big trends throughout 2012 in technology was the explosion of smartphones and tablets. These smaller devices allow consumers to access the internet from anywhere. Cutting edge companies are taking advantage of this surge to provide mobile apps that allow for customer self service. Helping the customer self serve improves productivity as well...

Skills-Based Routing Leads To Effective Customer Engagement

Improvement of the customer service experience is a never-ending challenge in today's call centers. Due to the increased number of agents and the handling of a wider variety of calls in multiple languages and support areas, customer engagement is often compromised. This leads to dissatisfaction and disappointment in overall service. However, one concept that can improve upon...

Successful Organizations Build a Customer Engagement Culture

This is the age of the customer, according to the 2012 Forrester white paper, “The Evolution of the Customer Engagement Agency” and they “expect relevant content and offers to be available when and where they want them.” The specific findings indicate: Customer-obsessed companies deliver a seamless, coordinated, consistent experience from call center to website to...

Customer Engagement = Building Meaningful Relationships

Meaningful customer engagement doesn’t happen in a bubble. It means building the type of customer relationships that lead to a deeper understanding of their needs and goals to attract, satisfy, and retain them. A large part of this development falls on the shoulders of your employees. Naturally, this begs the question: what are you doing...

Customer Self Service - All the Right Options

Today's customers have more technology available to them than ever before and expect to be able to access information quickly. This is why more and more businesses are turning to customer self service portals and why more and more customers are coming to expect a self-service option. Having a self-service portal allows customers to check...

Good first impressions: How customer experience impacts customer loyalty

You offer an incredible product or service. You've worked hard to build your company's reputation and gain new customers, while keeping operational costs reasonable. Unfortunately, a customer just had an awful experience during an interaction with your company, and they have no intention of using your product or service again. Even worse, your current methods...

Why Your Business Needs A Customer Engagement Strategy

A customer engagement strategy is about more than bells and whistles. It's about creating an interaction between your brand and your customers. This increased interaction allows your business to become more than a product or service; it becomes a part of your customer's social channels, their peer groups and your brand will get integrated into...

Call Center Software Provides Customer Service Metrics

Ashley Furness, a CRM Market Analyst at Software Advice, points out that Zappos founder Tony Hsieh's book, Delivering Happiness, offers great examples of modern day customer service that few companies have heeded. “Take a look at your performance metrics. Is time-to-resolution an important indicator? What about call time?” There are three main performance metrics that your business...

Customer Service Metrics are Not Customer Experience Metrics

A customer calls your company. They’re deflected or handled or even converted. But are they satisfied? According to a February 2012 International Customer Management Institute article, “Call Center Metrics vs. Customer Experience Metrics: The Critical Difference,” customer relationship expert and CEO Mary Murcott suggests that customer service and customer experience are worlds apart. And so...

Measuring Call Center Customer Engagement

Businesses that use call center software are able to interact better with customers. This will include being more engaging and responsive to improve customer satisfaction. A business is better able to grow and maintain their customer base using good customer engagement. You will need to measure customer engagement for your business to see if an...

Becoming Channel Agnostic in the Mobile Age

Think of your typical day. How has it changed from five years ago… even from one year ago? Think of how many hours you spend actually sitting at your desk in front of your computer versus how many you spend traveling, attending meetings, seeing customers, or working at home. The evolution of how most of...

Serve the Customer, Not the Channel

What does the acronym FCR mean to you? Is it known in your organization as “First Call Resolution” or “First Contact Resolution?” Lately, some might even refer to FCR as “Frenzied Customer Report.” Why? Because as new communication channels have emerged, customers’ entry and exit points into your organization have become more difficult to predict. ...

Customer Engagement Strategy: Consistent, Integrated, and Mobile

Do you have a smartphone?  So do your customers.  The latest numbers show 116.5 million smartphone users in the United States. That’s a 6% increase since May, and these numbers don’t include the introduction of the iPhone 5 or the Galaxy S III.  We already know that the exploding smartphone market is changing how consumers...

Voice of the Customer: What Your Customers are Really Saying

“Your most unhappy customers are your greatest source of learning”—Bill Gates. Successful businesses know that hearing and responding to the voice of the customer is imperative in today’s globally competitive marketplace.  Yet while hearing the voice of the customer has never been more important, it has also never been more challenging.  Customers will talk to you, but...

Call Center Technology Improves Efficiency and Service

Customer call center technology has continued to evolve in many different directions. As a result, it can vary from the small and simplistic operation to larger, more complex centers that utilize the latest technological applications and systems. The challenge for all of today’s call centers is selecting technologies that work for them. There are some...

3 Alternatives to Contact Center Monitoring

This article appeared under the title "Sigmund Freud and Contact Center Monitoring" in the September issue of Contact Center Pipeline. Let’s do a “free association” exercise.  What pops into mind when you consider the phrase “Call Center Monitoring Technologies?”  Just think for a moment.  Depending on how successful the technology monitoring initiatives have been in your center,...