Basic Gamification Concepts for your Customer Service and Sales Call Center

gamification

One of the best ways to improve stats, morale and to add to the overall “fun” culture of what can be a very tough job, is to add gamification concepts your contact center in very simple ways.  This doesn’t mean you need a team of developers to create games, interactive screens and video game quality effects (although that would be AWESOME!!)…far from it.

Call centers are a very stat driven environments which lend very well to being able to make achieving certain statistics fun when done right.

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ERQ Needs to Replace the Word “SALES” in your Contact Center

quality

Sales….

No matter what type of Contact Center you are, now a days there is always some aspect of sales.  Customer service centers are looking to upsell and cross sell, outbound center are looking to sell.  How do you get your associates to do this the right way with out having your quality drop?

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What Customer Service Metrics Really Stand Out and Actually Benefit Customers?

call center metrics

Lets actually take some time and talk about customer service and call center metrics. I do not think that you should base a world-class customer experience on metrics that companies seem to be constantly changing to try to “fix” service issues. These metrics are also constantly being argued over to which one is of the most “importance”. Not a great way to define service.

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Taking a Look at Why SOOOOO Many Companies Have Poor Customer Service

bad service

 

Why is customer service done so poorly in so many service centers? There are many reasons for this, just look at all the books written on this subject. I would like to focus on 7 core reasons that I have seen in many different companies and have helped correct:

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Case Study- How Expivia Helped a Credit Union Overhaul Their Customer Experience

case study

Expivia was recently asked to help a regional Credit Union that was looking to enhance their customer experience, raise their quality and net promoter scores while at the same time turning their customer service center operations into a profit center. The following is a quick break down of how the overhaul of their customer experience took place. Continue reading

How Video will Revolutionize Your Customer Experience

future of customer service

Post three of our 7 post Customer Service topics takes us to the untapped world of how video can revolutionize  your call center.  Video for customer service and sales is not a channel for tomorrow.(Thank you Kindle Mayday Button!) In my mind it is an opportunity for companies to differentiate themselves to their customers, have a unique one on one experience and present a WOW factor.

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10 Customer Service Stats and What They Mean for Your Contact Center

customer service

 

This article was taken from the www.desk.com blog and written by Tim Pickard.  I thought it was so well done and interesting that I wanted my readers to check it out.

Businesses can pour money into elaborate advertising campaigns, but bad customer service can undo all that hard work instantly.

Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that –potential.

There are plenty of statistics that can give you an insight into the power of good (or bad) customer service. Here are ten facts and what they mean for your contact center.

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Multi-Channel Customer Service is The Only Option for Today

multi-channel

Is your organization telling your customers how they are to interact with your company? Seems backwards doesn’t it? So many organizations make customers go through long drawn out IVRs, have no mobile strategy, Facebook pages with only company updates (thinking that’s a social media strategy). Worse of all though are organizations that hide their phone number on their website to try to force non-voice options because it’s cheaper (so they think)! I don’t understand this; your customers should be telling you how they want to interact with your company. We should want to talk to our customers if they want to talk to us, why are we pushing them away or funneling them to one or two channels when that is not what they want?

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The Customer Experience is the Next Competitive Battleground…How to Start Winning the Battle Today!

battle

“The customer experience is the next competitive battleground.”

We are at a crossroads when it comes to how organizations are beginning to handle customer interactions and service. I will go so far as to say that the way we handle these interactions now (chat, email, texting and voice) will actually start to be the old way in about a year from now… that’s right I said a year. This scares a lot of companies as well whom have done customer service one way for decades. Companies that embrace these changes will thrive when it comes to customer interaction and engagement. With 2015 here let’s take a look at where your service and sales should be heading.

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Customer Service Metrics…Let’s Really Look at the Big Picture

nps

Lets actually take some time and talk about customer service and call center metrics. I do not think that you should base a world class customer experience on metrics that companies seem to be constantly changing to try to “fix” service issues. These metrics are also constantly being argued over to which one is of the most “importance”. Not a great way to define service.

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