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3 Must-Have Factors for Successful Long Term Remote Workforce Management

Omnichannel Contact Centre Solutions: Optimise with Data Mapping

It’s a common experience in inefficient omnichannel call centres – you have to tell a customer service rep your information moments after you already inputted it into the IVR system. Or you must explain to a call centre agent about the unsuccessful live chat experience that prompted your customer support call. Or you respond to a direct mail or social media promotion, only to find a clueless representative on the other end of the line.

Voice of the Customer Best Practices and Strategy

Most customer experience leaders say they have active voice of the customer (VOC) programs in place. They track NPS, ask customers to complete post-interaction surveys, and employ speech analytics. But too often they are not really listening.
 

Customer Churn Prevention: 3 Best Practices to Retain Customers

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

Contact Centre Analytics Solutions: Six Ways Analytics Impact Business Outcomes

A Segmentation Framework That Works

Customer-centric companies have long understood the need to manage their customer portfolio, rather than just their portfolio of products or services. These firms know that the customer portfolio must be the fundamental factor guiding how a company is organised, what it manages, and what it measures.

Three Ways to Digitise the Workplace to Boost Employee Engagement

There is a common misconception that mobile and digital employees are strictly “Millennials.” The reality is most business personnel are fluent with mobile and digital technology, for both personal and professional use. The experienced workforce actually appreciates these tools more, because they know what it was like before.

4 CRM Trends Driving CRM Innovation

Customer expectations are always changing, and these needs are being met with a wider range of channels and technology than ever before. Now, all of these interactions, touchpoints, events, and transactions are becoming part of a growing Customer Relationship Management (CRM) ecosystem that can enable all employees to better serve their customers.

Loyalty Program Strategy: 5 Best Practices to align with your Business Strategy

Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you can’t now identify your customers across channels or stores or business units, a loyalty program can help you do that.

Unlock Relevant Sales Experiences with Speech Analytics

The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.

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