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Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the…

A long-time friend on Facebook just posted the following: My SIM card was hacked on my cell phone (Someone convinced my wireless carrier that they were me and gave them a new SIM card number and phone to route my texts and phone calls). Then my Gmail account was hacked via text messages to phone. Twitter account then hacked as well. So if you get an email or text just ignore it until I indicate here on FB that all is clear….

With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) in 19…

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player in customer experience…

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call$0.70 is the average cost saved per chatbot interaction for messaging-based banking bots11,000 operating chatbots now are on Facebook Messenger$174 billion could be saved across insurance, financial services, sales, and customer service Chatbots enable companies large and small to handle…

To operate a successful call center, organizations need to be mindful of the numbers. The most important numbers – by far – are those of the staff in place to handle incoming customer contacts. And that’s where workforce management (WFM) for call centers comes in. In the simplest terms, WFM is a set of processes designed to achieve and maintain operational efficiency by ensuring that the right number of agents, with the right skill sets, are staffed at the right time.

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by…