Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.
Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.
Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.
However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.
Many contact centers now want to use additional data to answer more strategic questions, such as: Read More »
Tags: analytics, Cisco, collaboration, contact center, customer experience, customer service
In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical references, a loyal following for the band endures even in 2015.
One of the hits, Do It Again raced up the charts as a pop-music rarity – a hit song in a minor key. Most Steely Dan fans have concluded that it’s about a gambler that must return to the tables. For a vintage rendition of the song, check out this link:
I had a recent experience that highlights just how much Do It Again resides in today’s contact centers. After being unable to locate the answer to my question on their web site, I engaged a long-time financial-service provider supplier for live help. Read More »
Tags: Cisco, collaboration, contact center, customer collaboration, customer service, IVR
In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!
But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.
Moving from Multichannel to Omnichannel
And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.
Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?
Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.
Speaking of customer journeys, omnichannel allows you to Read More »
Tags: Back to the Future, cloud, contact center, customer satisfaction, multichannel, omnichannel, video
In 1982, the Australian group Men at Work reached the #1 spot on the Billboard music charts with a song titled “Who Can it Be Now?” The accompanying early MTV-era video proved to be extremely popular, portraying a visitor to an apartment peering through a keyhole. And it didn’t hurt that lead singer Colin Hay had a very interesting set of eyes to feature in the short. In case you haven’t seen this classic, check it out here:
Unfortunately, the very same paradigm hinders today’s customer-experience strategies. We invite customers to our businesses, and when they arrive we often ask the equivalent question: “Who are you?” This is still true in today’s contact centers, where customers are asked to self-identify through any number of authentication processes.
What’s difficult to grasp is that many Read More »
Tags: Cisco, collaboration, contact center, customer experience
The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer contact channels. As evidenced by many stories in the news recently, one small, wrong move and your company could end up on the wrong side of a social media story gone viral. How many times have you heard of someone tweeting about being stuck in a plane on the runway for a few hours? It can make the nightly news and stir up bad publicity for the airline, potentially resulting in customer service headaches for months or years to come.
Many variables affect a contact center ecosystem including the underlying technology, staffing resources, real estate, etc. If your corporate contact center infrastructure is transforming or needs to transform, here are ten top issues you should consider: Read More »
Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, contact center, Customer Care