Andrew Mort

The COVID-19 field service challenge: ensuring business continuity with remote support

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With...

Shifting your contact center to Work from Home as part of your business continuity...

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element...

The Tribal Knowledge Base – Sharing the Wisdom in Customer Service

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for...

NTF No Trouble Found Returns: a Supermassive Black Hole for Retailers

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their...

Visually Enhancing Agent Experience Creates Better CX

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. In fact, research shows that small-sized call centers (less than 50 seats) have...

Remote assistance: protecting customers and employees from coronavirus

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to...

Call Center Automation Depends on Collaborative AI

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a...

Customer Retention in the Telecom Industry – New Thinking

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer...

Customer Service Trends 2020

Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services,...

Successful Call Center Agents Share This Personality Type

The contact center agent’s job is getting harder The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Fewer customers now require assistance from live...

How to reduce call volume with Computer Vision AI

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps. They want to help themselves when it’s most convenient to them and if that’s...

Steering the Shift to Conversational IVR

Interactive voice response (IVR) allows a company’s computer system to engage with customers through voice and touch-tone telephone keypads. From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the...

Smart Home Experience should be Simpler – Consumer Survey

The Taylors were delighted with their smart security system and decided to expand their connected home to include smart entertainment and HVAC systems. But after unboxing their new devices, they struggled to install them and couldn’t figure out how to configure the apps. After...

Next Issue Avoidance – How contact centers can preempt follow-up calls

Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year...

Creating a collaborative contact center culture

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond...

A Successful Customer Experience Strategy Means Keeping it Consistent

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally...

Crash and Churn: survey reveals the customer service fails that cause attrition

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all –...

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing annual attrition rates as high as 30%. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it...

Will Emotion Detection Change Customer Experience Forever?

It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion detection and analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a...

AI Predictive Maintenance and Proactive Customer Assistance

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The Case for Predictive Maintenance Predictive maintenance refers to the monitoring and collection...

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