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by Andy Watson

TWO WAYS BUSINESSES CAN REDUCE THEIR ABANDONED CALLS

Whoever coined the phrase “Patience is a virtue” was never in charge of a contact center. Consumers are not as willing to wait on hold as they were even a few years ago. A 2017 survey by American Express revealed that 61% of consumers were willing to wait on hold...


by Andy Watson

PROVIDING BUSINESS CONTINUITY FOR CONTACT CENTERS – PART TWO

The previous blog in this series focused on the physical challenges of contact centers. Outside factors such as weather and transportation can often hinder the ability of the workforce to get to a physical office. There can also be challenges within the office, which can take an entire system down....


by Andy Watson

Providing Business Continuity for Contact Centers – Part One

When a business uses a traditional, on-premise contact center, there can be logistical challenges. These solutions depend on customer service representatives being physically present in an office location. Unfortunately, many unforeseen events can hinder that in-person attendance. CHALLENGES THAT PREVENT REACHING THE OFFICE There are multiple reasons why contact center...


by Andy Watson

INCREASING THE SPEED OF CUSTOMER SERVICE INTERACTIONS – PART TWO

The previous blog post in this series discussed the business impact of extended customer service interactions. There are many potential actions in a typical customer service call that can cause delays in the answering and processing of calls. Unfortunately, these delays harm the customer experience, as today’s consumers expect rapid...


by Andy Watson

INCREASING THE SPEED OF CUSTOMER SERVICE INTERACTIONS – PART ONE

Most businesses measure contact center effectiveness by time. How long does it take a customer to reach a service representative? What is the average speed of answer (ASA) for a call? What is the average handle time (AHT) for each interaction? How long does a service representative take between interactions?...


by Andy Watson

SELECTING THE RIGHT OUTBOUND DIALER FOR A BUSINESS

Businesses use outbound dialers for a variety of reasons, from cold calling to debt collection to market research. Choosing the right type of automated dialer can improve the utilization of their customer service representatives from 67% to 95%, which can increase the number of calls per day by 500%, potentially...


by Andy Watson

How Businesses Can Maximize Customer Satisfaction with Flexible Staffing Levels: Part Two

A previous blog post discussed the ongoing challenge of balancing customer satisfaction and contact center resourcing. Legacy contact center solutions struggle to meet the constant change in demands. Their capacity and feature sets were defined when they were first installed and may be very different from the current business needs; they did not account for a pandemic, a hurricane, or a significant disruption to the business workforce.  Fortunately, today’s modern contact center...


by Andy Watson

How Businesses Can Maximize Customer Satisfaction With Flexible Staffing Levels – Part One

Adequately staffing a contact center can be a continual challenge. Too few service representatives mean long wait times, abandoned calls, and lost customers. Too many service representatives mean wasted money for the business. If call volumes were consistent every day, every week, and every year, resource planning would be a...


by Andy Watson

Customer Service for the Digital Generation – Part Two

The previous blog post in this series looked at the generational preference for communications. Younger consumers prefer digital channels, but what conclusions and actions should businesses take to future-proof their customer service experience?  Should businesses completely abandon voice? Voice will continue to be a necessary channel for businesses. Digital channels, chatbots,...


by Andy Watson

Customer Service for the Digital Generation – Part One

As discussed in a previous blog post, customer service has evolved from a voice-only channel to include digital channels – SMS, email, web chat, etc. That evolution is due, in large part, to changing demographics and age group preferences. The Importance of SMS Messaging The number and frequency of text...