Kate R

Archive for Customer Experience

How Contact Centers Achieve Customer Experience Goals

While wishing to improve your company’s customer experience levels is an admirable-and necessary-goal, it’s not enough.  To achieve customer experience goals, you need to know what kind of experience it is you wish to provide your customers, and the best way to accomplish this is by listening to the customers, themselves.  While some companies use surveys to determine what their customers want, the information obtained only tells part of the story, as surveys only ask the questions that the company thinks to ask (if the customer even takes the survey, at all).  But there are so many issues and suggestions customers may have that they’re not voicing, but which are invaluable to helping a company provide a superior experience.  Fortunately, all this can be discovered via the contact center with tools like speech analytics and agent scorecards…. Read more

Support Your Call Center with Speech Analytics

Often when you think about a call center, negative thoughts may come to mind, and often the stories we hear of poor customer experiences is due to an interaction they’ve had with a call center agent. Coming to mind right now is the example that gained national attention last year when a journalist attempted to cancel their cable service and was thwarted every step of the way, until they had to ask to speak with the call agent’s supervisor. Scenarios like this is what sets the stereotype that call center agents are uninformed, and not really invested in their job or the company they’re working for. We jump to all sorts of conclusions that those who work in call centers did not succeed at a previous job, or they’re working there because they are desperate for a job or are just looking to pick up some extra money. Overall, it’s safe to say that call centers employees simply do not get the same respect as other departments and positions, and are often undervalue and/or ignored…. Read more

How Speech Analytics is Changing the Customer Experience Game

Once upon a time (that is to say, as recently as 2005), contact centers were designed with the focus on ensuring all systems were working fluidly to support the company.  When it came to customer service, expectations were much lower, and companies could get away with putting in a lot less effort.

But times have changed, and customer service expectations have grown exponentially.  Since 2013, the emphasis in contact centers has become more geared toward hiring and training the right agents to support customers and ensure the best experience possible.  After all, contact centers interact with customers more than any other department, and are in the best position to establish and build relationships.  Businesses are also realizing that in order to serve the customer, first they must know the customer…. Read more

Use Speech Analytics to Enhance Customer Experience

When a customer calls in to a contact center, of course the primary goal is to answer all queries and settle any issues in an efficient, friendly, and helpful manner. But the customer experience is more than just knowing what your customers want today; it’s about knowing what the customers will want tomorrow, as well…. Read more

Monitoring Customer Experience with Speech Analytics

While some companies may find providing an exceptional customer experience to be rather elusive, those who implement tools such as speech analytics are able to attain it far more easily. By listening and reacting to what customers are truly looking for in a company, any business can take their experience from “fine” to “fantastic”. … Read more