CmISight.com
Title
Customer Management Insight - Home
Description
Excerpted from the website description:
- ICMI's Customer Management Insight. An Online Journal For Customer Contact Professionals Worldwide., As global competition heats up, organizations are looking for innovative ways to improve customer satisfaction and overall company performance. Bain & Company, a global business consulting firm, asked more than 300 companies if they believed they were delivering a “superior experience” to their customers. Eighty percent of the surveyed companies said that they were., Contact center industry performance standards may not mesh with customers’ standards for service excellence. Identifying the gap between the two and using new tools to close the gap can boost customer satisfaction and loyalty., Focusing on first-call resolution and call resolution — both in-house and for outsourcers — results in better retention and more opportunities to deepen the customer relationship, according to benchmarking firm SQM Group., Voice over Internet Protocol (VoIP) has reached a new level of maturity in the contact center industry. We can now shift the conversation from “Why should I do VoIP?” to “When and how should I move to VoIP?”, At SOS Personal Learning Solutions’ LiveCoach Center in Toronto, Ontario, callers get to clearly see what most customers of most companies only get to hear., Even the smallest random event can have disastrous effects in the contact center. Continuity planning can buttress your operation against such events, and during its course, help you to prevent a few., Display technology has come a long way, baby. These information tools are turning into agent engagement and motivation tools. And vendors continue to improve clarity and offer installation flexibility., Bringing new technology into the contact center can be both exciting and daunting. But a true partnership between contact center leaders and IT can turn “exciting and daunting” into “effective and doable.”, Contact centers are fast-paced and challenging animals, and thus are no strangers to agent turnover, absenteeism and burnout. To help battle such managerial bugbears, most centers implement some form of incentive program. These programs are intended to reward and recognize staff for solid or exceptional performance, and, ultimately, inspire agents to continue performing at high levels., No call center is an island — at least, it shouldn’t be. Most of us remember a time when the majority of centers functioned primarily in a silo, working in isolation from marketing, IT, R&D, finance and even senior management.
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- ACCE
- ACD
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