The entry point to the contact center – identification and verification (aka authentication), along with routing – is a make or break moment for the customer experience. All too often it is unpleasant at best, and downright irritating at worst. Prompts are arguably the most hated and frustrating part of any contact, with routing to… Read More »
Let’s get the rant part of this blog out of the way right up front: I am not a fan of Net Promoter Score (NPS®)1 for the contact center. No hidden agenda here. I am tired of the topic coming up and wish it would go away. But I will continue to engage in thoughtful… Read More »
Reports of the decline of human interaction in the contact center are premature. While it might be a noble goal to obsolete phone calls, email, chat, and text, the need for dialog is still strong. Sometimes self-service fails. Some customers dislike self-service. Some transaction s are not well-suited to self-service. Whatever the reason for wanting… Read More »
I’ve just completed a client engagement in which the focus was on call center customer satisfaction (cSat). Since that’s a concern for a lot of call centers, I thought I’d talk about four areas in which you can generate and sustain cSat improvements. Quality Agents, Quality Monitoring Your agents’ skills, knowledge, and professionalism form impressions… Read More »