Just uploaded a new video to our YouTube channel on optimizing your website as a Call Center and customer support tool. Check out the video here
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By: Colin Taylor Recent research by Forrester has shown that 72% of customers prefer to visit your web site and serve themselves when they have a customer service issue. This is a large percentage and is disconnected from the perceptions of most organizations related to the activity in their contact center. This figure clearly points [...] By: Colin Taylor If I asked you today is the top things you could do to improve the operation of your call center, you would probably have a pretty good idea. That is because you are responsible for the center operation and you live and breathe it each and every day. Now if I asked [...] One of the great benefits of the Snapshotz call center audit tool is the insight that can be gained into the operation of not only your center, but also to the broader community that has deployed Snapshotz. To date more than 600 call center globally have utilized Snapshotz to audit their call and contact centers [...] We are already 1 month into the new year and how is your call center performing, really? Are you achieving your goals? How do your metrics and KPI’s compare to your peer centers? Do you know? What if you had a one time opportunity to invest $50,000 in your call center, would you know where [...] Just recorded this presentation and insights around call center audit value, purpose and opportunities. On the journey to meet your customer experience and organizational goals it is essential that you can judge where you are at as well as where you are going. A contact center audit provides that assessment, guides your journey,… You [...] Self Service of Cents and Sensibility Part 2 By: Colin Taylor In part 1 of this three part series we looked at the history of service service, the challenges organizations and customer face when trying to interact via self service, the most popular and preferred self service channels, costs and effectiveness and declining success rates. [...] Self Service – Of Cents & Sensibility Part 1 By: Colin Taylor A 1% improvement in customer satisfaction in utilities is worth 4.6% in market value growth so says Claes Fornell of the University of Michigan, producers of the American Customer Satisfaction Index. So if good service pays such high dividends: why is there so [...] Can Snapshotz deliver $ savings in the public sector? This public sector organization employing 55 agents conducted a review of their centre using the Snapshotz Online tool and support from Customer Services Audit. Initially not expecting to find anything new as multiple databases and an archaic CRM tool were big bugbears. However it was decided [...] Effectiveness Indicators – First Call Resolution, Calls / Resolved Turaj Seyrafiaan In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important [...] |
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