Having a Plan for When the Customer Relationship Goes South - CUSTOMER

CUSTOMER : 4/01/2015 eNewsletter   Latest Featured Articles » Having a Plan for When the Customer Relationship Goes South We're all familiar with the blind spots in our cars: those points just beyond the edges of our bumpers where our vision starts and the potential for deadly collisions start. In business, there are blind spots as well…they may not put anyone in danger of mortal injury, but they can be destructive all the same. Often, they have to do with customer relationships and the lack of visibility many companies have into previous interactions. » Map the Customer Journey if You Want to Succeed The 'Customer Journey' is a phrase we're starting to hear a lot more today as businesses struggle to keep and attract new customers. » Call Center Scheduling Can Be Improved with Focused Hiring Before talent benchmarking, the contact center was successful in its hiring practices 47 percent of the time. Once benchmarking was put in place, the company improved that number to 59 percent, demonstrating a 25 percent improvement. The method also helped cut down the number of times the organization hired agents who were later found to be poor fits within the company and likely failed to deliver on quality customer care expectations. » Is the Customer Experience More Important than the Cost of Workforce Management? This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial challenges second could help drive a positive outcome in the end. This may appear to be backwards thinking, but consider the contact center that drives the quality customer experience. The center has more customers to engage with because they're doing it right. This drives revenue and keeps the cost of every call at a minimum as customers are happier. » Finding: Personal Connection Matters in Sales Calls New research has shown that a mere five minutes of preparation can help boost success with sales calls, yet four out of five prospective customers says it appears that callers haven't bothered to do their homework. Top Stories » Could Automation Help Your Outbound Call Center Succeed? » Why Your Call Center Software Should be Designed with You in Mind » Outsourced Contact Centers Need Monitoring for Customer Care » ACS Solution Helps Call Center Win the Race in Customer Care Featured Channels » Workforce Management » Call Accounting » Call Center Management Featured Resources » Transform Your Business By Creating an Actionable Customer Journey Map » How to Improve Customer Response Time and Satisfaction By Integrating Unified Communications and Customer Service in the Cloud » Journey Management in the Contact Center Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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