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Bettering the Customer Experience . . .
A Customer-Centric Approach to First-Call Resolution
Few metrics have made contact center managers drool like first-call resolution has. And with good reason: FCR has been shown to have a significant impact on customer satisfaction, operational costs and employee morale. So we’re looking at a metric trifecta – a measurement that is both qualitative and quantitative, and that is also engaging for agents. Unfortunately, FCR is also one of the most misconstrued and mis-measured metrics in the contact center. Many managers get so caught up in the potential benefits that FCR can bring, they simply add it to the center’s scorecard and start tracking it haphazardly – without really grasping some key concepts or taking the customer’s perspective into full consideration. . . . read more >>
“You Want Fries With That?”
Consumers find themselves involved with scripted customer-service encounters every day as businesses strive to provide consistent levels of quality service and customer satisfaction, whether it is the check-in process at a high-priced hotel or being asked “Do you want fries with that?” with each visit to a fast-food drive-thru. While such scripted encounters have been studied from the businesses’ perspectives to make the interactions more efficient and the businesses more profitable, rarely have they been explored from the perspective of the customers, until now. Two new studies from the University of Utah’s David Eccles School of Business indicate that customers are extremely savvy in recognizing when they are being delivered a script in a service encounter, and that they don’t mind as long as the encounter involves a relatively standardized interaction, like checking into a hotel. . . . read more >>
SmartTouch Launches SmartTouch 2.5
SmartTouch Interactive launched a new version of its SaaS solution, SmartTouch 2.5. SmartTouch 2.5 is a sales and marketing solution, providing new features that deliver a streamlined interface. The product development for this version focused on two major improvements, a faster and easier way to deploy and measure sales and marketing campaigns. . . . read more >>
Xactly Express Adds Integration with Intuit QuickBooks
Companies using Intuit QuickBooks to manage their finances can now get even more out of sales with better motivation delivered by Xactly’s incentive solution. With new built-in connectors between Xactly Express and Intuit QuickBooks, customers can easily manage every aspect of their revenue stream, including the correct and timely payment of sales commissions. Users will be able sign into QuickBooks and access the tools they need to accurately plan, track and manage sales commissions, bonuses and SPIFFs. . . . read more >>
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