Best Practices for Optimizing Multichannel Support
How CIOs can lead their companyís information business
Is Tech Eroding Consumer Loyalty?
BYOD may be SOP, but it's still a headache for IT
The Trust Agenda
Where Are All the Happy Agents?
Customer Experience: The Rise of Empathy
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?
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!
Every manager or supervisor in support wants to be effective - and promotable. And there are specific, actionable traits that differentiate best-of-breed support leaders from everyone else. Watch this webinar and hear former support executive and bestselling business author Rich Gallagher in discussing the five best practices that will make you an effective support leader.
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.
Verint Identity Authentication Helps Protect Customers, Reduce Customer Effort and Enhance Experiences
RingCentral Adds Cloud Contact Center to its Enterprise Communications Solution
Uncovering The Hidden Profits In Your Contact Center
Top 10 CIO Concerns
How Improv Made Me a Better Call Center Agent
14 Experts on the Biggest Customer Service Challenges