[View Past Issues] February 25, 2014
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: Learn How to Balance Metrics & Quality to Deliver Superior Customer Service

To truly focus on the customer experience and deliver high quality, consistent service, there needs to be a balance between metrics and quality. It takes a combination of metrics, monitoring, coaching, training, and effectively communicating to consistently deliver a high quality customer experience that you can measure and promote. Additionally, it is important to know that delivering “excellent customer experience” does not require perfection. In fact, a focus on perfection often leads to customer dissatisfaction and negative employee morale. 

Watch this session to take the imperfect path to excellence and learn:

  • The difference between efficiency and effectiveness (value) metrics
  • Where to focus to create a quality customer experience (tips on call, incident, and knowledge monitoring)
  • How to achieve the balance of efficiency and quality (reporting, quality monitoring, coaching, and training)
  • The skills that differentiate EXTRAORDINARY customer service from good or great service.

Take Aways include:

  • Sample reports
  • Quality score card templates
  • Check list for skills that differentiate levels of service

Watch the webinar today!

BMC Software Delivers ‘The New IT’ With Three Pioneering Products
BMC Software has introduced an array of product innovations that, for the first time in the history of IT, take full advantage of advancements in user experience and crowdsourcing to give employees complete control of their IT experience via an elegant and intuitive mobile interface. The new products — BMC MyIT 2.0, BMC AppZone 2.0 and BMC Remedyforce Winter ’14 — showcase the company’s commitment to using mobile, social, and cloud technologies. BMC believes these technologies, along with automated and industrialized IT service delivery, are the defining characteristics of the new IT. MyIT 2.0 gives employees the power to quickly solve routine technical problems, eliminate frustrating forms, crowdsource answers and information, and visually navigate resources in any organization. AppZone offers fast and easy central access to approved business apps – whether cloud, mobile, custom or desktop.  Remedyforce helps enterprises deliver a range of services, from a simple helpdesk to transformational digital business services using a fresh, Google-like, mobile-user experience.

MedTel Services Releases Workforce Optimization Suite Voice Recording Solution
MedTel Services announced the latest addition to its line of products: the Workforce Optimization Suite. This voice recording solution provides organizations with a wide range of tools to manage multi-media communications. It joins MedTel's already extensive catalog of office phone systems, contact center technology, and similar equipment. As a highly flexible voice recording solution, MedTel's Workforce Optimization Suite enables the recording of multi-media interactions, such as email and chat, across mobile and fixed devices from an unrestricted number of locations. This procedure can be carried out over a variety of network configurations, including VoIP, TDM, and hybrid telephony.



On-Demand Webinar: Dealing With Difficult People

It is that time of year for warmth, good cheer, and fellowship. But do you have customers, co-workers, or bosses who never got the memo? Communications skills expert, bestselling author and practicing psychotherapist Rich Gallagher will help you warm up your interpersonal skills, and teach you how to deal with some of the "characters" in your working life:

  • Scrooge: He has a word for everything, and it's always "no."
  • The Snow Queen: Can passionately and intelligently discuss any position as long as it's hers.
  • Jack Frost: That icy, passive-aggressive person who always leaves a chill in the air.
  • The Little Drummer Boy: Loudly stirs up drama when you least expect it.
  • The Angry Villagers: Customers who rise up on social media and elsewhere to criticize you.

Using evidence-based principles of strength-based communication, plus Rich's vast experience with managing difficult workplace situations, this on-demand webinar will help brighten your holidays with brand new tools for working effectively with anyone!

Watch the webinar today!

Not Good News for IT Professionals – Salaries Remain Flat
The 2014 Salary Survey, just released by Janco Associates and eJobDescription.com, is not good news for IT Professionals.  The survey shows that hiring and salaries has not significantly improved for IT professionals in most North American metropolitan areas.

Salaries are up less than 1% for IT pros in the past 12 months and the only winners are the top level postions in mid-sized companies.  Salaries for most IT pros have finally gotten back to the level they were at in 2007 and that is a very good sign.

The seven major findings of the survey are:

  • IT compensation for all IT Professionals has increased by 0.67% in the last 12 months.
  • CIOs compensation has stayed flat in larger companies and increased in smaller and mid-sized companies in the past 12 months.
  • Positions in highest demand are all associated with the quality control, BYOD implementation, and service level improvement.
  • Over the long term IT executives have fared better in mid-sized companies than large companies.
  • In 2013 the IT job market grew by 74,900 versus 62,500 in 2012 according to the Bureau of Labor Statistics (BLS) – better but not enough to employee the number of IT graduates from US universities or to increase demand.
  • Lay-offs seem to have tapered off, however some companies continue to cut the size of the IT organizations.
  • Cost control is still the rule of the day; however we have seen an increase in the number of "part-timers" and contractors who are focused on particular critical projects. This has resulted in few IT Pros getting health coverage.
  • On shore outsourcing has peaked and companies are looking to bring IT operations back into their direct control and reduce operating costs.
  • Companies are continuing to refine the benefits provided to full time IT professionals. Though benefits such as health care are available to 80%, IT professionals are now paying a greater portion of that cost.

More...


Deloitte Releases 5th Annual Tech Trends Report: Top 10 Trends
Deloitte's 5th Annual Tech Trends Report, titled Inspiring Disruption, examines the changing landscape of technology and how multiple disruptive technology forces are converging on and impacting business today. The study focuses on the next 18-24 months and is divided into two categories – enablers and disruptors.

Disruptors represent opportunities for technology executives to create sustainable positive changes in IT capabilities, business operations and business models. The current report features: CIO as Venture Capitalist, Cognitive Analytics, Industrialized Crowdsourcing, Digital Engagement and Wearables.

Enablers are technologies in which many organizations have already invested, but new developments and opportunities have inspired new business applications, thereby warranting a fresh look. The current report features: Technical Debt Reversal, Social Activation, Cloud Orchestration, In-memory Revolution and Real-time DevOps.

Example of trends that Inspire Disruption includes:

  • CIO as venture capitalist - CIOs who want to help drive business growth and innovation will likely need to develop a new mindset and new capabilities. Like venture capitalists, CIOs should actively manage their IT portfolio in a way that drives enterprise value and evaluate portfolio performance in terms that business leaders understand—value, risk and time horizon to reward. CIOs who can combine this with agility and align the desired talent can reshape how they run the business of IT.
  • Wearables - Wearable computing has many forms, such as glasses, watches, smart badges and bracelets. The potential is tremendous: hands-free, heads-up technology to reshape how work gets done, how decisions are made and how you engage with employees, customers and partners. Wearables introduce technology to previously prohibitive scenarios where safety, logistics, or even etiquette constrained the usage of laptops and smartphones. While consumer wearables are in the spotlight today, we expect business to drive acceptance and transformative use cases.
  • Cloud orchestration - Cloud adoption across the enterprise is a growing reality, but much of the usage is in addition to on-premises systems—not in replacement. As cloud services continue to expand, organizations are increasingly connecting cloud-to-cloud and cloud-to-core systems—in strings, clusters, storms and more—cobbling together discrete services for an end-to-end business process. Tactical adoption of cloud is giving way to the need for a coordinated, orchestrated strategy—and for a new class of cloud offerings built around business outcomes.
  • Social activation - Over the years, the focus of social business has shifted from measuring volume to monitoring sentiment and, now, toward changing perceptions. In today’s recommendation economy, organizations should focus on measuring the perception of their brand and then on changing how people feel, share and evangelize. Organizations can activate their audiences to drive their message outward—handing them an idea and getting them to advocate it in their own words to their own network.

More...

Click here for more Industry Stats

10 Questions to Ask When Collecting Customer Data
Collecting customer data has been notoriously loaded with a tangle of privacy pitfalls. But when done right, the benefit to your bottom line could outweigh the risks. Leveraging customer data can lead to happier customers, reduced client churn and bigger profits. Gathering sensitive customer information isn’t something business owners should just jump into and make up as they go. Get up to speed with these 10 essential questions to consider before you ask your customers anything.
Full Article...

The Critical Few: Components of a Truly Effective Culture
To sustain a strong culture, enterprises understand that key behaviors have to be actively managed and made visible. Companies with the most effective culture seek out and continually reinforce what Charles Duhigg, author of The Power of Habit: Why We Do What We Do in Life and Business (Random House, 2012), calls “keystone habits.” A keystone habit, Duhigg has noted, is “a pattern that has the power to start a chain reaction, changing other habits as it moves through an organization.” Companies that recognize and encourage such habits stand to build cultures with influence that goes beyond employee engagement and directly boosts performance.
Full Article...

5 Ways Speech Analytics Can Improve Contact Center Performance
There's gold in quality monitoring, and you can mine it with speech analytics. There's intelligence to be gathered from every customer call, but it's a lot of information to sift through, and actually getting to the most important insights can be costly and time-consuming. Speech analytics is a game-changer because it automates the analysis process, helping to identify the most important patterns and trends in real-time, enabling contact center leaders to take action. Here are five ways to turn up the volume on your quality monitoring by adding speech analytics.
Full Article...

Fine Tuning Your Contact Center Through the Use of Innovative Metrics
Our contact centers, by and large, exist to serve an internal and external customer base and if we aren’t able to identify which metrics impact that customer’s experience, and in which way they do so, we engage in a destructive cycle of wasting our own time and resources.  This then begs the question; how do we break the cycle and implement or improve our CRM system to ensure that we’re getting to the valuable information and drive improvement?
Full Article...

Don't Just Collect Customer Feedback: Listen, Engage and Act
To demonstrate their commitment to the customer experience, many companies collect customer feedback through a variety of channels, from email forms and surveys to social listening and Voice of the Customer (VoC) programs. For too many companies, however, collecting customer feedback is a means to an end – to amass enough data to generate a Net Promoter Score (NPS). Because it provides a quick snapshot of customer satisfaction, the obsession with this rating is understandable, but ultimately shortsighted. Here are three simple steps to get the most out of your customer feedback.
Full Article...

Raise the Bar: An Action-Based Method for Maximum Customer Reactions Hardcover
by Jon Taffer

As host and co-producer of Spike TV’s Bar Rescue, a documentary-style series, Taffer gives struggling bars one last chance to succeed with a mixture of business acumen and tough love. Now he’s offering his no-nonsense strategy for eliciting just the right emotional reactions in customers to everyone.

Raise the Bar distills the secrets to running a successful enterprise with Reaction Management, a strategy and philosophy Taffer developed.  It works whether you’re running a storefront operation or a web-based company, whether you’re manufacturing widgets or providing a service. Taffer’s overarching philosophy is this: All business is about creating the right reactions in your customers.  Even better: You can control those reactions to a very large degree.

Click here for more information!

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Free Research on the Service and Support Industry
Are you looking for the latest research available (for free!) on the service and support industry? Then check out the research section of SupportIndustry.com. Some of the current offerings available to members are:

  • 2013 People Issues in Customer Support
  • 2012 Service and Support Metrics Survey
  • The 2012 Service & Support Snapshot: 5 Support Trends That Will Change Your Business in 2012
  • Research Insight: Self-Service Support
  • Research Insight: Average Speed to Answer, Wait Time and Handle Time
  • Research Insight: Effectively Measuring Customer Loyalty
  • Research Insight: Cost Per Contact (Phone & E-Mail)
  • Research Insight: First Contact Resolution

All of these reports can be accessed by clicking here...

Visit the SupportIndustry.com Blog
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Check it out today

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