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
One of the challenges we’re seeing in business today is the need to re-learn the problem solving process. This need is increasing demand for creativity as a critical competency of the consultant of the future – driven by how businesses capture value harnessing the connectivity and intelligence enabled by the Internet of Everything (IoE). Read More »
Tags: CCS, Cisco, Cisco Consulting Services, Cisco NBA, Customer Care, customer experience, Internet of Everything, Rachael McBrearty
Good news: Customers are becoming people in 2013. It’s prediction season. The blog world is ripe with posts of premonitions and predictions for every horizontal, vertical, and diagonal cross-section of business, science, and life in general.
The year’s predictions for customer service have a strong focus on people and experience. Look back just two years and you’ll see a greater emphasis on the process and operational pieces of the puzzle. Then, customers were essentially the sum of their activities and accounts. Today, they’re people and need to be treated as such, especially with the power that social media affords them to share opinions, feedback, and feelings about their interactions as your customer. (Feelings? Not those! Can I even mention those in a corporate post?!)
Some common phrases pop up in this year’s predictions: experience, multichannel, social media, differentiation, personalization, collaboration.
Contact centers are moving beyond transactions to relationships. Service is becoming a competitive differentiator. Creating more interactive and collaborative customer relationships is making a difference. Customer satisfaction is about more than making sure the customer gets the product and that the product works. It’s about creating loyalty so that customer comes back and becomes your advocate.
How can collaboration technology help along the way? The following use cases provide several options and benefits: Read More »
Tags: Call Center, collaboration, collaboration use cases, contact center, Customer Care, customer collaboration, customer service, remote expert, social media
As many of you know, the term “Black Friday” is commonly used to describe the Friday immediately after the U.S. Thanksgiving holiday–the busy shopping day when many retailers begin to turn a profit for the year. Black Friday signals the start of the holiday shopping season, with its accompanying surge in the need for customer support. We can all think of examples of the latter: the frantic web searches to get our childrens’ gifts working properly, the calls to return a sweater that was the wrong size–sound familiar?
The holiday season is the acid-test of customer care in many industries. Businesses that fail the test will lose customers–often in droves–while those who delight their customers can surge ahead of the competition.
So how can businesses succeed–and excel–in providing world-class customer service even during this most challenging of seasons? The answer lies in properly leveraging the 3 Waves of Customer Care: Cost, Relationship, and Experience. You can read about the details in this Read More »
Tags: Black Friday, collaboration, contact center, Customer Care, enterprise social software, mobile, video
Like many people, I’ve raised my expectations of the products I use and the companies with which I do business, both personally and professionally. As my choices of vendors have expanded, so have the criteria by which I measure them.
At one point, the smallest price tag won the battle. I didn’t always get the best result, but I saved some money. I can get a whole lot more store-brand ice cream for my dollar, but it’s never as good as Ben & Jerry’s New York Super Fudge Chunk. Never.
Product quality, convenience, brand reputation, price, previous experience, are all in the mix. Increasingly, customer service is taking a greater role. I want to work with companies that want to work with me.
Collaboration technology gives you more avenues to interact with and serve your customers. Make it easy to be your customers. The efforts are worth it. In a new white paper, titled “Turning Customer Service into Customer Collaboration,” ZK Research says “the time is now for companies to use collaboration tools to evolve customer service.” Read More »
Tags: AAA, collaboration, contact center, Customer Care, customer collaboration, Hilti, NHS BSA, twitter, white paper, zk research