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Predictions for 2017 – What lies ahead for the contact centre

With 2017 just around the corner what lies ahead for the contact centre? In this blog we would like to share some of our predictions for 2017. We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted that by 2020, customers will manage 85% of their relationship with the enterprise [...]

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RTSA : A Customer Service Benefit: The smart way to make customers happy

Real-time speech analytics (RTSA ) can help organizations mitigate employee frustrations before the breaking point occurs, resulting in significant cost savings, improved morale and happier customers. No one understands the true costs of employee turnover better than human resources (HR) professionals. Prior to the end result of “filling an empty position,” there are costs of [...]

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How Technology Can Increase Agent Productivity

Agent productivity has always been a key consideration for contact centres and technology can play a huge role in helping to achieve this. Here are just 3 ways that technology can deliver enhanced efficiency and drive up productivity.   1. Providing an effective interface to help agents handle interactions Businesses need to give contact centre [...]

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Improve Contact Center Performance with the Right Analytics

The contact center’s role as an enabler of customer service has always been driven by metrics. But, are we now seeing fundamental changes in how performance is measured? We still ask ourselves how long our customers have to wait for a response, or for an answer to their problem. We still ask ourselves how productive [...]

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See How Santa Helps Increase Perceived Level of Service

The Voice of Your Brand Has Never Been More Important.  Register for the MediaVoice Webinar, taking place Thursday December 12, 2013. Enghouse Interactive MediaVoice™ specializes in capturing brands in all their richness by understanding what makes up your brand persona, crafting the words that help shape and define it, then casting and recording the right [...]

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Fixing ‘Broken Calls’ in the Contact Center

Speech analytics can help companies leverage customer interactions within the contact center and the enterprise. The entire enterprise can benefit from the interactions that occur everyday with your customer service teams and in call centers. However, the challenge is identifying “model calls” and the influences that can derail the customer experience. Telrex has published a [...]

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New Year’s Resolutions and Customer Service Goals

Happy New Year! As we begin 2010, many people and organizations are setting goals for the new year. Effective goal setting requires us to step back and assess our current situation: where have we come from and defining what we want to achieve in the future. It is important that everyone have a baseline understanding [...]

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What Impressions Are You Making on Customers?

This week, the 1to1 Blog posted two thought-provoking articles on the customer experience. The first article, “Disney, the Ritz-Carlton, and Zappos Do It — Why Shouldn’t your Company,” challenged readers to consider the link between corporate culture and the customer experience. Each of the companies listed has woven impeccable service values into every aspect of [...]

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Leverage the Voice of the Customer

Bruce Temkin, an analyst for Forrester Research, recently blogged about his report “Sixteen Voice of the Customer Recommendations,” commenting on the lessons that top companies have learned from implementing voice of the customer [VoC] programs. (View Temkin’s posts on these blogs: Customer Experience Matters and the 1to1 Media Blog.) Temkin quotes a healthcare company about [...]

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Improve Customer Satisfaction with Call Recordings

Today I came across an article by John Jantsch of Duct Tape Marketing. The article, “How to Lose a Customer in 5 Ways,” points out ways that companies often fail their customers and lose business. Jantsch’s key tips include: Convey realistic expectations, and don’t break your promises. Create opportunities for customer feedback — don’t assume [...]

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