How to improve customers’ contact centre experience

Did you know that waiting on hold and not being able to get through to an agent are the single most common complaints made about contact centres - according to a recent survey of contact centre customers by Choice magazine?

New privacy laws: the enforcer speaks

The Office of The Australian Information Commissioner (OAIC) is the Government body responsible for administering and enforcing the new privacy legislation that came into effect on 12 March. It has provided details of how it intends to carry out its enforcement role.

To satisfy customers, be consistent

to-satisfy-customers-be-consistent.jpgMcKinsey & Co has a very interesting calculation in a recent article on customer service. If there are six steps in your customer journey - the example it uses is somebody signing up for a pay TV service to the point of getting their first bill - and the satisfaction rate for each interaction is 95 percent then 25 percent of your customers will be dissatisfied with the process overall. Scary eh?

Aussie contact centres heading for the clouds

Research firm Frost & Sullivan says momentum in Australia’s contact centre applications market is shifting towards hosted and cloud-based solutions as vendors of on-premise systems struggle.

Customer loyalty needs more than just good service

pre411-409-customer-loyalty-needs-more-than-just-good-service.jpgYou might link that if you really serve you customers well they will remain loyal. Not so, argues software company Verint. It requires a consistent, systematic and focussed approach directed specifically to that end.

Customer Experience: it’s the journey that counts

Companies have long emphasised the importance of touchpoints—the many occasions when customers interact with an organisation on their way to purchase, and after - when striving for a good customer experience. This Harvard Business Review article argues that a focus on delivering an optimal experience at these touchpoints overlooks the bigger and more important picture: the customer’s end-to-end journey.

Clearing cloud centre confusion

There’s been much talk of late, some in this column, about the merits of ‘cloud-based’ contact centres versus on-premise contact centres, but there are actually several alternatives to on-premise contact centre facilities, and not all are equal. So let’s clear up the confusion.

Plenty of pitfalls in new privacy legislation

On 14 March amendments to the Privacy Act 1988 come into force that greatly increase the responsibilities placed on all businesses for the treatment and disclosure of personal information of their customers and prospective customers. Here are some of the most important ones from the point of view of contact centre operators.

Why Customer Relationship Management is not enough

A new white paper from United Business Media argues that CRM applications alone are insufficient for achieving great customer relationships. “They lack important functionality, don’t include all necessary data, and may not inherently differentiate a company’s ability to understand and delight its customers.”

Quantifying the ROI on investments in customer service

As we have said repeatedly in this column, delivering the optimal customer experience has replaced customer service as the overarching goal for many organisations because of the growing realisation that happy customers are a very significant contribution to overall success and profitability.

Retaining contact centre staff: a new look at an old problem

High staff attrition rates have long been a major bugbear, and a significant cost, to contact centre operators. Now, like every other aspect of customer contact, staff attrition is being examined afresh through the lens of ‘customer experience’ or, more specifically, the striving for an optimal customer experience.

Gartner tips rapid rise of hybrid cloud

Public cloud services are still viewed with some suspicion by large enterprises, sensitive to security concerns. However those concerns are dissipating rapidly, according to Gartner. It is forecasting that by 2017 half of all large enterprises will be integrating their private cloud facilities with public in hybrid cloud deployments.

The multibillion cost of customer disloyalty

Two of the basic tenets of business are: delivering good customer service is important for customer retention; retaining customers is important because it costs much less than recruiting new ones. Now, feedbackasap and International Customer Service Professionals have quantified the cost of low loyalty engendered by poor customer service, and that cost is staggering.

How many channels does it take to manage a customer?

Multichannel customer management is another buzz phrase to enter the lexicon of customer service. At its most basic it means interacting with customers through more than one channel, for example phone and email. In its full realisation it means allowing the customer to choose his or her preferred means of engagement and providing a good customer experience through whatever channel they have chosen. That is much harder to achieve.

Your customers are now a ‘community’

In the ongoing and ever-changing quest to understand, evaluate, serve and retain customers new techniques and technologies emerge all the time. The latest is ‘customer community platform’.

How to make the best from Gen Y contact centre staff

TELUS International, the global contact centre outsourcing arm of TELUS, says that 80 percent of contact centre employees are Gen Ys or millennials (22 - 33 years old) and that contact centre operators have failed to recognise and take advantage of this fact.