Six Ways Call Centers May Change in 2014

Customers’ needs are constantly changing, and call centers are no longer simply “service centers.” Call center agents need to be prepared for multi-layered interactions with customers, potential customers, the media and everyone in between. While we can’t predict the future per se, we can predict where call centers are heading in 2014 and best methods to adapt to changing technologies and...

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Don’t Let Big Data Bog Down Your Contact Center

Big Data: Helpful or Overwhelming? U.S. call centers receive 45.4 billion calls per year. The average call costs $5.90, according to Zendesk, a customer service software company. Call centers collect all sorts of data on the customers who call, recording customers’ experiences from agent helpfulness to the online or in-store experience. Call center data systems often record call time, average...

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Contact Centers in Healthcare Industry Have Challenges, Opportunities

Since the Affordable Care Act passed in 2010, more than five million Americans have signed up for health insurance coverage through federal and state marketplaces, millions have been given Medicaid eligibility, and three million young adults gained insurance through their parents’ coverage. These numbers mean an overwhelming amount of phone time for call centers in healthcare...

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Improving Net Promoter Score with the Quality Conversation

Ever wonder how accurate your customer experience metrics are? How real are the responses when you ask a customer about their experience? What are you even supposed to look for and what does it mean for your business? Eleven years ago, the business strategist Frederick Reichheld introduced the concept that companies should measure the satisfaction of only the most loyal and enthusiastic...

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