It may seem cliche, but we're going to do it - a list of resolutions that companies are making, or need to be making, in the upcoming New Year in order to stay ahead of the game What would New Year's be without a few established goals, after all! 2015 Customer Experience New Year's Resolutions: 1[...]
In today's customer-centric world, tracking the customer experience is a major focus for contact centers and businesses A key component to the customer journey is phone conversations (or the caller journey) The experience a customer has with an agent over the phone will ultimately define their[...]
Happy Thanksgiving from Vermont! Over the past year we've read many articles, come across a lot of research data, and even heard from our customers about the incredible importance and value that inbound phone calls hold in the overall business strategy As consumers increasingly prefer to interact[...]
Traditional Quality Assurance The state of quality assurance today, is that QA staff, supervisors and trainers are an overextended resource They’re performing QA tasks and monitoring manually, maybe scoring agents’ calls from random samples Or, they're doing “targeted” QA which[...]
For several years it seems businesses missed the mark on what their customers really wanted As the digital movement was growing at an incredible pace, with new digital advertising techniques being launched weekly (it seems, that may be an exaggeration), the importance of the human voice got[...]
To script, or not to script That's the million (or billion) dollar question these days We've been reading and hearing more and more that consumers do not want to be spoken to like their robots And as people and consumers ourselves, we have to agree We really enjoyed reading this recent article[...]
There are two rather large TCPA class action lawsuits in the works right now; one with AT&T and the other with Bank of America The potential financial ramifications are staggering, with the AT&T settlement expected to be $45 million, the BoA settlement, which has receive approval, which is[...]
No business can survive without its customers In order to keep those customers around, excellent customer service will be required Thus, quality assurance is an important aspect of the work that an office manager does One means of assuring quality is to listen in on the phone call conversations[...]
You can learn a lot through the voice of customer information The tone that one uses can say as much as the words that they choose to use Keying in on these important factors is the way to learn from what customers are saying The Frustrated Customer The frustrated customer should be[...]
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