Improve Customer Satisfaction and Boost Sales in 3 Easy Steps

"So Steve, after reading the latest data analytics report listing our current data on customer acquisition cost (CAC), annual recurring revenue (ARR) and lifetime value (LTV), can you please tell us what steps the sales team is taking to increase customer value, measure sales performance and achieve growth success, while keeping costs down to a bare minimum?" 

Sound confusing?

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Topics: Contact Centers, Sales Operations, customer service

Losing Money on Employee Training? Performance Support to the Rescue

Do any of these scenarios sound familiar?

"I know we learned it, but I forgot" -S. Smith, new hire

"We ran out of time and the instructor said it was okay because that issue didn't come up very often" -L. Johnson, new hire

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Topics: Enterprise applications, Employee training, Contact Centers, Learning & Development

Employee Onboarding: So you hired them…what now?

Do you remember your first week at your job? How did you feel? Excited or apprehensive? Confident that you had all the required job skills? Or overwhelmed by new software programs you would need to learn? How did you feel after three months? Or after six months?

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Topics: Contact Centers, Learning & Development

5 tips on how to quickly turn novice CSRs into experts

Contact centers around the world face a common challenge - how to expedite the onboarding process for new CSRs. Reducing the time it takes them to become proficient in the use of the contact center’s systems, in the knowledge that they need to answer customer questions, and the various procedures and protocols, can not only reduce costs, but also improve important key performance indicators such as Average Handling Time (AHT), First Call Resolution (FCR), and ultimately increase customer satisfaction. Here are a few tips on how to do it:

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Topics: Contact Centers

Don’t keep your customers waiting! How to provide immediate answers to customer questions

“Can I put you on hold for just a minute?”… If there are questions that customers calling a contact center despise, this is surely at the top of the list. You see, customers know that the problem that lies behind this question is the fact that the CSR simply doesn’t know the answer to the question that he/she was asked.

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Topics: Contact Centers, Learning & Development

How can contact centers cope with employee turnover?

Contact centers around the world experience exceptionally high attrition rates.
According to Response Design Corporation, in 2009 contact center’s employee turnover has reached 26%.
A more recent study, from 2011 showed attrition rates of 21%, while noting that these rates are constantly rising. Of course these numbers vary by sector, region, and the classification of the employee (e.g. turnover for part-time employees are approximately 33% annually).

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Topics: Contact Centers, Product Capabilities

Common contact center CSR mistakes and how to avoid them

Let’s face it, being a contact center CSR is not an easy job. Agents must be extremely proficient in the wide variety of workflow processes, call scripts, protocols, offerings, deal with multiple complex systems, and engage with customers, all at the same time. With so much on their plates, they are bound to make errors on a daily basis. After all, these are humans, not robots right? Well, in this blog post we will see how contact centers can reduce these “human mistakes” with “robot-like” automation and real-time guidance.

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Topics: Contact Centers

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