Are your surveys biased? In a recent article by Martin Powtan, a critical point is made that biased surveys can produce useless responses. The following are ways Powtan suggests to avoid biased customer surveys:
In a recent article, Nathan Ziv discusses how some companies have issues with their marketing departments and their contact centers clashing in strategy. Sometimes marketing departments will try to increase the number of calls to the company, which negatively affects the contact center if it’s not prepared or doesn’t have the scalability to meet the increased demand.
In a recent article, Luke Williams examines the following concepts to help companies improve their customer experience:
Do you do your CX program just to have one, or did you create one with care and the goal of having a great customer experience with real value. Sandra Fornasier discusses her experience being a judge on a panel that recognizes the best efforts from companies improving their customer experiences. The experience helped her learn four key things that make a great customer experience program:
Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article, Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons:
In a recent article, Daniela gives the following tips for call centers to improve themselves and avoid complacency:
In a recent article, Shelby Faris points out that while many companies have been putting emphasis on the customer experience in recent years, it can only take you so far before you need to bring the emphasis back on customer service. Customers expect every company to provide a great experience, but without a quality service behind it, these customers will leave one brand for another with better service. Faris provides the following six predictions for contact center trends in 2018:
The process of selecting the right cloud-based call center software solution is lengthy and time consuming. A Google search, colleague referral, and a few phone calls to vendors will not result a sound business decision. As you begin the search process, it’s helpful to layout a time and resources continuum so that everyone involved understands the kind of time and energy that will need to be invested.
This week has been special for Outsource Consultants. For the first time since the summer of 2017, everyone in the company has been reunited in the same location! Our colleagues based in Missouri and Colorado are in town to work at headquarters for the week, so we decided to celebrate this reunion by going out to dinner as a team. In addition to this reunion, we also celebrated the birthday of Dave LaBatt (VP of Global Sales). Happy birthday, Dave!
The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The key thing you need to do is agree on top KPIs (Key Performance Indicators) for the call center partner to monitor on a daily and monthly basis to optimize performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center.
