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Ways to Improve KPIs in the Contact Center

January 04, 2018

Contact centers maintain service level by relying upon key metrics. Some of these measurements revolve around how long a call might stay in queue while other times they involve agent handle time. An agent’s knowledge gap or skills are easily revealed through technology placed in the contact center to allow managers to measure KPIs otherwise known as Key Performance Indicators. Let’s look at a few ways to improve KPIs in a contact center.

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Happy Holidays From Your Friends at CXM!

December 22, 2017
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If You Don’t Record Sensitive Data It Can’t Be Stolen

December 08, 2017

PCI compliance is a regulatory standard for any company taking payments from customers using credit or debit cards. It involves a plethora of rules and regulations. If a company takes a customer’s sensitive information and then it’s stolen, the business that captured the information could be subject to major fines. There are easy ways to accomplish compliance when recording calls or capturing screens. Here are four ways CXM provides solutions to customers to minimize the threat of a security breach:

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Video: An Introduction to Community Workforce Management Software

November 27, 2017

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Using Data to Enable Your Employees to Perform Better

November 22, 2017

Quality control is key for contact centers to be able to provide a great customer experience. Maintaining quality can be a cumbersome task without the right processes and tools in place. The key is to automate those processes to give agents real-time feedback. Software assists in automation allowing organizations to operate more efficiently.

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Four Contact Center Changes Here to Stay

November 16, 2017

Creating a good customer experience can sometimes be challenging. Customers are now communicating differently than they did five years ago. A huge contributor of the change in customer interaction is the use of smartphones. With push of a button, a customer can ask a question, find a phone number, website or access social media. Customers are looking for immediate resolution when they reach out to a contact center.

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Agent Training is a Never-Ending Story

November 08, 2017

It’s often assumed that once an agent is trained during onboarding they are masters at what they do from then on. However, the best agents are the ones that are provided continuous learning, training and eventually work with teammates as mentors. Here are a few tips about agent training and how you can provide ongoing education within your contact center.

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4 Ways to Have a Better Conversation with Your Customers

November 06, 2017

 The customer journey begins with how an agent builds rapport. People buy from those they like and trust. Conducting better conversations with customers allows your organization to thrive. There are a few key points to building rapport. The agent needs to allow themselves enough time to open the conversation, understand the key points, and pace the flow of the call to allow the customer to receive timely service. Here are four ways for agents to have better conversations:

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Keeping Your Contact Center Customers Coming Back

October 25, 2017

The more often technology advances the quicker patience in the customer decreases. Contact centers are expected to solve more problems in less time. If they don’t, customers will choose to go elsewhere. Think about the last time you ate at a restaurant. Imagine you are waiting in a lobby for over 10 minutes and there is no one in line. Then, it’s followed by your server taking another 10 minutes to bring you water. When the food finally arrives it’s delicious. However, your server takes forever to bring you the check. Most consumers will choose responsive service in a timely manner over product and quality.

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How To Solve The Biggest Problems With Quality Monitoring

October 23, 2017

Quality management (QM), with its ability to drive agent behaviors that impact the customer experience, is a valuable tool for contact centers.

Technological advances have increased QM process efficiency by replacing paper forms and making recordings more readily available. Significant areas of inefficiency still exist, however, increasing the cost of quality to the business. The addition of workflow automation capabilities to QM offers the potential to boost efficiency even more, while simultaneously increasing the overall effectiveness of a contact center’s quality initiatives.

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