02 April 2014

Tips for writing an effective survey - a 2 part blog (PART2)

Written by Wayne Godbehere, Posted in Contact Center, Unified Communications, ComputerTalk

Using Post-interaction surveys is an effective way to measure customer satisfaction and gather agent performance metrics. However, it is often difficult to get people to agree to participate and also difficult to get them to complete the whole survey, so it's important that you make it as easy as possible.

Many solutions come with a survey module. Regardless of the solution you've chosen, you need to keep these tips in mind to ensure your survey is effective. This is a 2-part blog: we'll be sharing 5 tips in part one and 6 in part two.

02 April 2014

Tips for writing an effective survey - a 2 part blog (PART1)

Written by Vivian Pow, Posted in Contact Center, Unified Communications, ComputerTalk

Using Post-interaction surveys is an effective way to measure customer satisfaction and gather agent performance metrics. However, it is often difficult to get people to agree to participate and also difficult to get them to complete the whole survey, so it's important that you make it as easy as possible.

Many solutions come with a survey module. Regardless of the solution you've chosen, you need to keep these tips in mind to ensure your survey is effective. This is a 2-part blog: we'll be sharing 5 tips in part one and 6 in part two.

04 June 2013

Outsourcing a contact center

Written by Martin Borowski, Posted in Contact Center, Unified Communications

These days, companies use outsourcing to gain a cultural and competitive edge. This can also be viewed as an opportunity to re-invent a brand or product that requires a fresh start. The other benefit with outsourcing new partner is that the relationship is moulded carefully, fully catering to the needs of the business and without the history/baggage of existing departments and processes that may not have worked in the past.

However, outsourcing a contact center is different than any other forms of outsourcing. In the past, contact centers had a negative reputation for being ‘cost’ centers. Outsourcing decisions were largely based on cost savings and therefore with limited budget did not generate the business sought after. Today we see a lot of change from that. Contact centers now are very savvy in the way they handle their side of the business. They now have become essential to winning over customers, increasing sales and given the multitude of tech-savvy consumers out there, magnifying a company’s brand online.

When looking to outsource contact center, keep these four points in mind:

13 May 2013

Top 6 traits to hiring contact center agents

Written by Martin Borowski, Posted in Contact Center

Hiring can be a very daunting task. Especially if your criteria for the contact center agent is not clearly defined. Not everyone is suited for this job. It takes candidates that are naturally inclined to assist, that takes the time to explain and is solution-oriented. Top  performing service agents carry these traits:

  • Friendly
  • Customer Service focused
  • Considerate
  • Efficient
  • Results-oriented
  • Accurate

Any intelligent person can learn the technical skills of the job but it’s the true aspiration to help customers that is much more difficult to relay. Therefore seek out candidates that already possess this ability to have successful hires.

02 May 2013

Unified Communications gains incredible popularity and usage

Written by Martin Borowski, Posted in Contact Center, Unified Communications

86 percent of organizations allowed BYOD in 2012

Unified Communications gained incredible popularity and usage since the inception of the first multi-modal smartphone in 2007. With the wide adoption of mobile smartphones and tablets in the market now, UC market has just exploded. It is clear that UC-enabled mobile communications (MCEBP) is at the top of everyone’s list for tablets and smartphones. The only concern is its security and how it’s handled for consumer usage vs. work usage.

There are several factors and perspectives to consider such as mobile operating systems, multi-modal mobile applications, support and access security privacy controls. Overall, UC mobility has value for any end users, no matter if it’s an individual consumer or an employee within an organization but both will shape where the market is going with new online and mobile technologies. This requires strategic planning for migrating into more “virtual” and hosted services in private and public “clouds”.

A recent survey by a recently formed consortium of enterprise software companies focused on mobility, the Enterprise Device Alliance, confirms some mobile impacts and trends for internal IT organizations. These include the following:

17 January 2013

Key areas of call center growth in 2013

Written by Martin Borowski, Posted in Contact Center

Telecom execs predict cloud services, big data, IT, video customer service, ‘super’ agents, telecommuting, and aligned online / in-store offerings as key areas of call center growth in 2013.

Cloud services will become more mainstream and cost-effective as more enterprises migrate more and more services to the cloud.  And IT in general will focus more directly on customer service and satisfaction, using such tools as video to increase face to face communications.