This year’s OpenTalk conference is fast approaching. Key stakeholders of the customer service industry anticipate a vibrant offering of ideas and insights at this much anticipated gathering of agents, managers, founders, and CEO’s, all focused on the goal of enhancing the customer experience. Here’s the lowdown on what to expect at OpenTalk 2017.
My father always says, “Work smarter, not harder.” And while he is a hard worker himself and has instilled this trait in my siblings and me, his point was nonetheless clear: Why work harder than you have to when there is a more efficient way to achieve the same results?
Thankfully for many of us in today’s workforce, technology does much of the heavy lifting. But harnessing that technology in the best way possible is an important part of having a well-functioning business operation, including customer contact centers.
"This call may be recorded for quality assurance purposes" is a line we hear nearly every time we call a business.
However, how many contact centers actually follow through on the "assuring quality" promise? In a world where customer service is becoming increasingly important to a company's success, we can’t just stand still and not take action.
Assuring quality customer interactions is a priority for any company that expects to thrive and grow. In-house QA teams, third-party QA consultants, and closed, internal systems for monitoring contact center quality are soon to be relics of the past as QA, along with other customer service systems and platforms, moves rapidly to the cloud.
Is your contact center prepared for the fastest growing consumer demographic? Millennials, generally born between the early 80s and late 90s are infamous for their short attention spans and social media addiction.
However by 2020, millennials will be spending 1.4 trillion annually, and if your contact center wants to see some of that cash flow, you need to adapt to the way this generation likes to do business.
Customer satisfaction should be at the forefront of any customer service entity, and that includes contact centers. There are plenty of templates to be found online that will help you to determine how satisfied overall your customers are with the service they receive, but these survey results amount to nil if they don’t lead to valuable changes in your day-to-day operations and overall strategy. Read on for a guide on how to use customer satisfaction surveys to gain actionable insights for your call center.
Upwork is a premier freelancing website for business worldwide looking to hire and work with talented, independent professionals.
According to a survey conducted by IBM, 65% of Millennials do not want to deal with a live agent at all. To address this, call centers have begun experimenting with virtual agents or chatbots.
A virtual agent can reduce the workload on your support staff, keep your branding consistent and stop tickets from getting escalated to higher levels.
In today's world, data breaches are all too common. With all the valuable customer information contact centers collect on a daily basis, it is no surprise that a medium-sized call center can get hit with over 1000 fraudulent calls a month.