Modern commerce in the contact center has transitioned through Multichannel into Omnichannel, beginning its evolution from siloed sales channels to a total re-architecting of the customer relationship on the backdrop of an
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Best Practices
5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation
This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your
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5 Tips for Structuring a Successful Contact Center QBR. 4: Map Your Strategy
The fourth tip in this week’s Best Practices blog, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), is: Map Your Strategy, which follows. Wednesday’s Tip 3 was: Examine performance with
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5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance
The third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog
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5 Tips for Structuring a Successful Call Center QBR. 1: Know Your Audience
A Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. A QBR tells the story of an account’s quarterly
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Benefit 5: Leverage Data of Workforce Management
The final installment of our latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, is Benefit 5: Brand Specialists Leverage Data, below. The focus of our last blog
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Benefit 4: Operations Management Provides Reporting of Workforce Management
Benefit 4 of this week’s Best Practices series, “5 Benefits of Workforce Management (WFM) for the Contact Center”, explores reporting, below. In our last series, we talked about Benefit #3: looking at
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Benefit 2: Boosts Effectiveness by Aligning Schedules of Workforce Management
Earlier this week’s latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, we spoke about Benefit 1: Forecasting Drives Service Levels. The second of five benefits of Workforce Management (WFM)
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Benefit 1: Forecasting Inventory Optimization of Workforce Management
Contact Center staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM), the focus of our Best Practices series this week, is the discipline used to
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Report Effectiveness to Implement Net Promoter Score
The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize
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Prioritize Improvements for Net Promoter Score (NPS)
Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step
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Measure and Analyze Your Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question. Today’s installment of our latest Best Practices blog, 5 Steps to Implement
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Create the Best NPS Questions to Implement Net Promoter Score
As you implement Net Promoter Score in your business, the questions on your survey require time and thought to design. Step 2 of our Best Practices blog this week, below, gives you
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Seek Commitment to Implement Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond simply asking the single NPS question, On a 0 to 10 scale, how likely is
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5 Tips for Customer Retention in the Contact Center
Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure to retain them. Businesses fight fiercely to keep customers, knowing that their
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Tip 5: Honor the Customer Wishes For Customer Retention
The last tip in our Best Practices series about Customer Retention in the Contact Center, Tip 5 discusses how to honor the customer’s wishes. Thursday’s blog looked at Tip 4, offering appeasements.
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Tip 4: Offer Appeasements For Customer Retention
Today’s Best Practices blog on Customer Retention in the Contact Center explores how to offer appeasements in Tip 4, which follows. Wednesday’s Tip 3 focused on creating opportunities to ‘save a customer.’
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Tip 3: Create Opportunity to “Retain Customers” for Customer Retention
Our Best Practices blog on customer retention strategies in the contact center moves to Tip 3, Create the Opportunity to ‘Retain Customers’ which follows. Tuesday’s blog focused on Tip 2: Design Customer
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Tip 2: Design Customer Experience Transformation for Customer Retention
Customer Retention strategies can be facilitated in the contact center by designing transformational customer experiences. This is the focus of Tip 2, below, in this week’s Best Practices series. Monday, we looked
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Tip 1: Be Proactive in Customer Service for Customer Retention
Marketing has invested significantly to bring your product to market and has engaged your customers. You want to make sure to retain them. Businesses fight fiercely to keep customers, knowing that their
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