7 Management Traits That Will Make All Your Employees Quit
Employee Training Needs More than a Script
CIOs Face BYOD Hard Reality: Employees Don't Care
Bringing Business-Led IT Out of the Shadows
A Step-by-Step Guide to Winning the Customer
To Unlock the Full Potential of Voice as Information, Look into the Call Center
The Seven Skills You Need to Thrive in the C-Suite
Employee-Centered Leadership vs. Customer-Centered Leadership: Which Path Is More Profitable?
Meeting Employees Halfway
Getting employee buy-in for your BYOD policies
7 New Faces of the C-suite
Whatís the Next Big Thing in Customer Experience?
The New World of IT Recruiting
Drive Customer-Centric Employee Behavior With Rewards And Recognition
Established Companies, Get Ready for the Collaborative Economy
Ventana Research Releases Agent Desktop Benchmark Research
Ventana Research has released its latest Benchmark Research, The Unified Agent Desktop and the Customer Experience. The research shows that the primary channel for customer service remains interaction with agents in contact centers. Currently, fewer than half (47%) of participating organizations said that their customers are satisfied with their customer service or how their contact centers handle interactions. This has led nearly three-quarters (74%) of participants to say that improving customer service is very important while just over one-half(53%) feel that improving contact center performance is equally as important. The real challenge lies in providing every agent with a unified view of customer data. If an agent has to scour multiple sources of data to resolve conflicts or provide service, they risk the loss of the customerís confidence, or worse the loss of the customer altogether. As technologies continue to advance, the need to implement a unified desktop becomes increasingly more important. Participants hoping to improve response time while enabling customers to communicate through more channels will need to better align their planned technology investments with these goals. Based on the research a unified desktop is currently used in just 28% of participantís contact centers. While 23% plan to implement within the next 12 months, another 23% have no intention of investing in a unified agent desktop.
Research Reveals Major Fault Line Separating the Board Room, Marketing Suite, and Contact Center Threatens Customer Experience
People Issues in Customer Support Survey Results
SupportIndustry.comís latest survey examines the "people" issues that drive customer service operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.Get your copy of the full survey responses here!
In this on-demand webinar, sychotherapist Rich Gallagher, LMFT, a former customer support executive, teaches essential yet fundamental skills you can use to make your support center a stress-free zone. Learn valuale tips for building a stress-free support team and hear what support managers can do for their team’s emotional well-being.
The words "customer support" evoke images of smiling, headset-wearing people sitting in front of computer screens, eager to serve you. But we’ve all had support experiences that don’t feel anything like that. When support agents drop the ball, they give their companies a reputation for bad service and make their own job harder. Fortunately, their biggest mistakes are almost always predictable — and avoidable. Listen as Rich Gallagher, author and customer service expert, takes you on a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers, and how to to fix them.
NEC Launches Cloud Contact Center Solution
Contact Centers Can Work Smarter with Enhancements to Calabrio ONE(R) Workforce Optimization Software Suite
Contact Center Agents are Critical Lynchpin in the Customer Journey
Worldwide IT Spending to Decline 1.3 Percent in 2015
Training Tenured Agents on New Techniques and Technologies
Why Customer Experience Excellence Requires HR Engagement