Setting key performance indicators (KPIs) is key to your contact center’s success in hitting your business goals. However, contact center managers aren’t always clear on what KPIs need to be in place and how to tie them to the correct metrics to ensure that their operation is performing at an optimum level. If setting KPIs has been a challenge for your organization,.
Voice of customer (VOC) solutions become increasingly sophisticated in capturing and analyzing customer feedback as part of call center analytics. The demands for enhanced mobility and accessibility round out companies’ requirements for truly comprehensive VOC programs. Rapid changes in mobile technology and the growing number of customers who prefer to communicate via .
Customer feedback provides a rich opportunity to transform comments into improved business processes and a better overall customer experience. Listening to, understanding, and acting on the VOC is critical to operational and organizational improvement. To that end, Forrester Research Customer Experience Analyst Adele Sage has assembled a top ten list of advice and best.
Up until now, when cellular phones were used on scene by emergency responders – EMS, fire, police - critical information was lost, because unless the mobile phone was calling the station, those calls could not be recorded. It was almost impossible to reconstruct events in a complete way, since crucial pieces of information were always lost. But in spite of this very.
There are many tools that contact centers are able to leverage to get the most from their technology, systems, processes, and employees; however, full optimization comes from having the ability to analyze data gathered from the output of these functions. Analyzing this data means gaining insights and lessons that can be used to make continuous improvements. Understanding.
Choosing the right technology to support public safety initiatives is mission-critical, but can be timely and complex. According to a 2009 study, 68 percent of government information technology projects failed to deliver on time, on budget, and with required features and functions. Moreover, they are almost always extremely costly with consultant fees, the request for.
No one likes to lose good employees. It can be costly and it can disrupt workflow and productivity within the organization. And even with efforts in place to keep your top performers on board, no organization can expect zero turnover. However, there are strategies to put in place that can help retain your top call center staff and keep them on as loyal, productive,.
It’s common knowledge that the country’s current 9-1-1 system, which was developed around telephone technology, is not structured to handle a rapidly changing tech culture. We are an increasingly wireless, mobile, image-sharing, data-rich society and it’s imperative that the 9-1-1 systems adapt so that it can support the many channels by which critical information.
Like all business, call centers function best when its agents are happy. Call center agents are typically the first line of defense when a customer is unhappy with your organization and they must come to work prepared to resolve issue after issue -- and be able to do it with purpose, intention , and enthusiasm. But after awhile being immersed in a sea of conflict can take .
Mark your calendars and save the date! On Tuesday, August 6, 2013, at 1 pm ET, Verint will be teaming up with Loyalty360 to host a webinar covering Voice of the Customer, Customer Satisfaction, and Customer Service Recovery – the three vital components in building a holistic Voice of the Customer program. Verint, Inc. is, of course, the manufacturer of.