Welcome to #CXTuesday!
Reporting Key For A Proper Contact Center Design
By Martin Tracey for No Jitter
There are a couple of things to consider when deploying a new enterprise contact center. The first one is that the company who is building the system has the foresight to recognize that reporting is essential to the configuration of the system. The second is to find a system that natively has the additional applications you want to add, such as WFM, QM, call recording, and speech analytics. Not only is this a native application (single vendor), but this will also mean a single database for their applications.
The Key To Great Customer Service: Collaboration
By Contact Center Pipeline
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and the customer experience will be exponentially better with 360 degrees of partnership—agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.
Mapping A Way Toward A Frictionless Customer Experience
By American Banker
For the typical banking customer, there are some interactions with a financial institution that are as predictable as they are frustrating. A call to the customer service line will almost inevitably require entering information into an automated system before being put on hold — and then being asked to provide those same details again once a person picks up.
The Customer Service Gap
By Shep Hyken
A number of years ago, I read an interesting report from Bain and Company that found 80% of companies say they deliver superior customer service, yet only 8% of customers agree. That is a surprising, almost staggering, statistic. Is there that big of a disconnect? Is the gap really this big?