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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...


by Carlos Aragon

Customer Engagement Should Be as Flexible as the Business

Owning a business requires tremendous versatility. The role of the owner can change throughout the day, from making the morning’s first pot of coffee to locking the door before going home. In between those two points in time, the owner may be involved in bookkeeping, appointment scheduling, and service delivery....


by Andy Watson

Connecting Customers for Flexible, First-Call Resolution

A good customer service experience requires customers to connect quickly and reliably any time they have an issue. Businesses have relied on contact center technology to ensure proper and reliable customer service, but many factors can hinder these connections. Sudden increases in call volume, customer error in data entry, and...


by Carlos Aragon

How to enhance business connectivity and availability

The impact of social distancing measures in everyday life is creating challenges for businesses to stay connected with their customers. When many of their employees need to stay home, businesses need to provide anywhere, anytime access to their customers as well as to their service representatives. Although some businesses had...