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Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great. (Reported on SmartCustomerService.com).
Engage employees with gamification.
Mobility is the modern-day pocketknife for sales reps.
Why customer service will—and should—never be the same.
Invest in your team to build a talented employee base.
Look at empowered customers as opportunities to build your brand.
Ten frequently asked questions answered.
In an attention economy, customers desire an emotional approach.
Why the shared service model may be on its way out.
The tangible benefits of online self-service.
Communications is critical to successful customer service. Learn how to master the message and drive better customer interactions.
Don't use technology as a stand-in for the human touch.
Look to 'intelligent' tools to identify causes of discontent.
Finding balance between compliance and customer satisfaction has been an increasing challenge for companies. Here are some suggestions to address consumer expectations and demands while complying with regulations.
Time spent "in the trenches" is time well spent.
Improving the contact process has the greatest impact on customer satisfaction, loyalty, and referrals. Access to intelligent data can help make a call center more efficient and increase customer and contact center representative satisfaction.
When developing a business case for investment strategies here are some customer service solutions to consider that can offer quantifiable business benefits and provide valuable customer insight.
Contact service professionals can provide important insights into customer's emotional reactions to product purchases. Is your company prepared for the future of "emotionomics?"
Software is not the only answer in determining if your customer experience solutions are working. By using qualitative and qualitative research you can glean important insights about your customer base.
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