Customer Service vs Customer Experience
Customer service vs customer experience—today’s world of business is more customer-centric than ever before. Customers expect more from their favorite companies, and their expectations of customer support have increased. The term “customer experience” and “customer service” are often confused or used interchangeably, but they have very different meanings.
How Contact Center Channels Will Change in 2020
Now that customer experience is a main priority for C-level executives at top enterprises, the contact center industry will undergo a major metamorphosis from frustrating cost centers to dazzling profit centers that create exceptional experiences and drive customer loyalty.
RoboCops – Deploying AI for Call Center Quality Assurance
Call center quality assurance is a daunting challenge that contact centers face. Thousands, sometimes millions, of interactions go through contact centers on a daily basis, making it impossible for manager and team leads to effectively monitor all contact center interactions. For many contact centers, only 1% to 2% of interactions on a single channel are […]
Get More From Your Contact Center with BYOC
There are a lot of acronyms in telecom—SMS, MMS, PRI, SIP; the list goes on. Now we’re adding another one: BYOC. BYOC, or Bring Your Own Carrier (also known as Direct Routing by Microsoft), is when businesses bring the carrier of their choice with them, plugging the carrier into their existing or preferred contact center […]
Improve Contact Center Net Promoter Score (NPS) in Your Call Center
Net Promoter Score, or NPS, measures customer perception of a company or product based on one simple question: “How likely is it that you would recommend [Company/Product] to a friend or colleague?” Contact Center Net Promoter Score was first developed by Bain and Company and has been considered the gold standard customer experience metric along […]
The Top Call Center Challenge is…
According to Contact Babel’s 2019-2020 Decision-Makers Report, the top challenge facing call centers is not having a single view of the customer across all channels. In fact 71% of the companies surveyed identified having a siloed view of the customer journey as a pain point in their current contact center operations.
Call Center Quality Assurance Best Practices
It isn’t easy guaranteeing an amazing experience every time a customer interacts with your agents. Call center quality assurance (QA) is hard to get right, requiring time and effort to monitor thousands of interactions that happen each day. In this blog, we will cover some call center quality assurance best practices to make implementing quality […]
Our Customer, Southern Cross, Recognized for Innovation
Last week, our customer, Southern Cross, was awarded the prestigious Trans-Tasman innovation honor and recognized as one of Australia’s top 10 ‘Most Innovative Companies’ for BeingWell, its corporate health and wellness program. Southern Cross ranked #6 among top healthcare providers from over 800 nominated organizations across Australia and New Zealand.
The Importance of Call Center Quality Assurance
“This call may be recorded or monitored for quality and training purposes” your phone speaker announces when you dial a customer service number. Then, right after your call, an email notification pops up telling you to rate your call. We’ve all had these interactions before, whether it was while contacting your bank, healthcare provider, or […]
Your Key to a Consistent Customer Experience
Customers are now communicating in more and more channels and picking their favorites. This is great for the consumer, but companies are struggling to maintain consistent service across these channels and customer satisfaction is dropping as a result.