[View Past Issues] March 11, 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!

Mitel Acquires Contact Center Call Recording Supplier OAISYS
Mitel announced the acquisition of contact center supplier OAISYS, a developer of integrated call recording and quality management solutions. Consistent with Mitel's strategy to rapidly expand the company's presence in the contact center space, the acquisition of OAISYS further strengthens Mitel's position in this growing market. Financial terms of the transaction were not disclosed. The OAISYS acquisition coincides with the rapid emergence of customer-facing contact center applications as a key buying consideration for many organizations. The contact center call recording and quality management solutions offered by OAISYS enable data to be converted into actionable business intelligence that is increasingly a valuable asset for organizations of all sizes.

Nationstar Mortgage Selects Fonolo's Call-Back Solution
Fonolo, a provider of cloud-based call-back solutions, continues to grow its portfolio of partnerships with the addition of Nationstar Mortgage. By adding Fonolo's solution to its call center, Nationstar now offers its customers the option to receive a call-back from the next agent, rather than waiting on hold. Being put on hold is a top call center complaint. According to Forrester, 75% of consumers find the option of a call-back as "highly appealing". Replacing hold time with a call-back is an easy way to improve customer satisfaction, as well as lower cost-per-call.


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!

Customer Experience Expectations and Plans for 2014
Temkin Group has published a data snapshot, Customer Experience Expectations and Plans for 2014. This annual research effort shows a strong surge of CX activity in 2014, which will outpace the effort, spending, and hiring in 2013. Areas gaining momentum in 2014 include text analytics, web and mobile experiences, and CX consultants.

Here are some additional findings from the research:

  • Sixty-three percent of companies expect to spend significantly more or somewhat more on customer experience in 2014 than they did in 2013, which is up from 54% in 2012 and 46% in 2011.
  • 51% of companies plan to increase the staffing of their centralized customer experience team in 2014, while only 3% expect a decrease.
  • When it comes to areas of CX spending, text analytics has the most spending momentum while market research firms have the least.
  • Executive commitment has reached an all-time high as 84% of the respondents agree that their executives are fully committed to their company’s customer experience goals.
  • 78% of companies plan on dedicating significantly more or somewhat more effort to improving their web experience in 2014.
  • There is a surge in focus on phone agent experience.
  • Eighty-four percent of companies expect to increase their focus on customer experience measurements and metrics.
  • CX executive dashboards and customer journey mapping are the two CX activities that had the largest increase in focus since last year.
  • While 73% of companies with the most positive CX impact understand the link between customer experience and business results, only 35% of companies with the least positive CX impact claim the same.

More...


One Third of Fortune 100 Organizations Will Face an Information Crisis by 2017
The rise of big data, social networking and mobile interactions, coupled with an accelerating increase in the amount of structured and unstructured information enabled by cloud-based technologies, is forcing organizations to focus on the enterprise information that is most relevant, value-generating and risk-related. Gartner predicts that, by 2017, 33 percent of Fortune 100 organizations will experience an information crisis, due to their inability to effectively value, govern and trust their enterprise information.

The discipline of exploiting the various types of information created and managed inside and outside organizations is called enterprise information management (EIM). It enables people across an organization to share, manage and reuse information that was created in different applications and stored in different databases and repositories. But these abilities do not, by themselves, help an organization. IT leaders must design EIM initiatives so that sharing and reusing information creates business value, and the value created must contribute to enterprise goals.

Ultimately, an EIM program must help an organization identify which information is important to its success — not all information is. It must evaluate a great deal of information and determine what qualifies as enterprise information.

Gartner analysts said that, at present, over three-quarters of individual information management initiatives are isolated from each other within the same organization. This leads to EIM not being realized, sustained or fully exploited.

We recommend that IT leaders identify the crucial business outcomes that need improvement or that are being held by poor information management. Second, they need to determine the business processes and leaders most impacted by those outcomes, and use their findings to start setting priorities for a new EIM program. Finally, they need to adopt a program management approach for EIM, to identify work efforts, resource commitments, stakeholder expectations and metrics for success.

More...


Click here for more Industry Stats

IT Makeover: Creating an 'Attraction Strategy'
When the CEO asks the CIO to find a way to attract the business units to the IT function, with the ultimate goal of increasing revenue, the CIO realizes his staff is going to need some new skills.
Full Article...

40 Eye-Opening Customer Service Quotes
Customer service excellence has always been and will always be one of the critical competitive advantages for any business. Here are 40 quotes supporting this premise.
Full Article...

Drive Customer-Centric Employee Behavior With Rewards And Recognition
Many companies tie rewards to a rise in either Net Promoter Scores (NPS) or customer satisfaction scores. Unfortunately, that's exactly the kind of mistake that leads employees and partners to game the system. Porsche discovered that its stellar NPS was the result of dealers offering freebies to customers in exchange for higher scores. Similarly, when it noticed that satisfaction scores and comments didn't match, music retailer Guitar Center had to retool its rewards and recognition system to prevent store associates from massaging customer survey results. To be successful, the process for ensuring your rewards and recognition should reinforce customer-centricity, rather than tempting employees to game the system.
Full Article...

Established Companies, Get Ready for the Collaborative Economy
As more and more startups like Airbnb, Etsy and Kickstarter crowd into the space of the collaborative economy, big brands are starting to get in on the action, too.  Staples sells products developed on Quirky; Avis has acquired Zipcar; Walgreens has partnered with TaskRabbit for delivery. And those ventures are likely to be just the beginning, given how many people are already participating in the collaborative economy, and how much that’s likely to grow over the next year.
Full Article...

The Surprising First Jobs Of 10 Famous CEOs
CEOs can be strikingly different: Consider the even-keeled personality of Apple’s leader Tim Cook vs. the intensity Steve Jobs possessed. Or compare the flamboyant Richard Branson of Virgin Group to the demure Satya Nadella of Microsoft. But dig beyond the outward show and take a deeper look at successful CEOs, and you’ll find characteristics that are striking similar. However, do you yhink all CEOs lived silver-spoon lives on their way to the corner office? Think again. From paper boys to oyster shuckers, these A-listers started somewhere: The bottom.
Full Article...

Leadership
by Brian Tracy

Nobody comes into the world a natural leader. But what is it that transforms some people into the kind of magnetic individuals who inspire others to follow?

Success expert Brian Tracy has helped thousands of people become exceptional leaders and now, in this concise and powerful book, he reveals how you can: inspire trust, confidence, and loyalty; instill a sense of meaning and purpose in your organization; tap into the motivation and enthusiasm that compels others to commit to your vision; think strategically - keeping the big picture in mind; continually focus on the future; turn adversity into opportunity; take the right kind of risks; clearly communicate goals and strategies and gain buy-in; build winning teams; elicit extraordinary performance from ordinary people; cultivate worthwhile relationships and leverage The Law of Reciprocity; become the person seen as most likely to lead the organization to victory; and more.

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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