While here in London on business, I find myself sitting at a Starbucks staring out the window at a very old Windsor Castle as I write this blog. It’s fitting that I’m at Starbucks given that my blog is about the customer experience. Love them or not, Starbucks epitomizes a great customer experience. Why? Because they cater to their customers and their customers feel catered to.
That’s the experience we should all be giving to our customers. The good news is that, today, we have the technologies to achieve this. The challenge is selecting the right technologies and applying them in […]
For those of you who have been in any of my training sessions, you know the conversations can sometimes get a little off topic. This isn’t a bad thing as it allows people to share ideas and learn what’s working for other people and companies in similar circumstances. During one of these conversations, the topic of remote employees came up. It seems that there are a lot of things that need to be taken into consideration if you are going to allow contact center agents to work from home.
Before jumping on the bandwagon and letting everyone work from […]
Nine and a half years is a long time at one company… in the same job. As a result, I’ve learned quite a bit along the way. And while the list of things I’ve learned as chief marketing officer might be longer, I’ve identified six key lessons that I think have been some of the most valuable:
There is no substitute for a visionary CEO. Market conditions are constantly changing. I’ve learned that a good, smart leader can usually get the current conditions right. But the secret to long-term sustained growth is a CEO who is constantly able to see what […]
Now that we’ve launched Interactive Intelligence PureCloudSM, I can finally talk about an area of innovation I’ve been excited about for the past year.
Like many, I used to think of innovation as a single discovery made at a specific point in time. A video by Steven Johnson, Where Good Ideas Come From, changed my thinking. He explains that important breakthroughs usually take time. That ideas have to incubate, smaller hunches need to collide, and missing pieces must be discovered before major breakthroughs and big change can happen.
When interviewing a few of the PureCloud developers a while back, it […]
Recently, I was asked by an executive at Interactive Intelligence about how excited contact center leaders get over cool new technology. “How jacked up would they get over smart watches or voice biometrics? If we could give them what they wanted in future technology, what would be on the list of cool things they would salivate to get?”
Uncharacteristically, I was at a loss for words on how to respond. I came to the realization that it was because contact center people are mainly doers, executors, tactically-driven people that get things done. We’re not dreamers. We take action. Successfully managing […]
Patient engagement solutions and population management strategies have been at the top of the list for many healthcare providers. All of this is driven by recent regulations and changes enforced by the Affordable Care Act. At the end of the day, providers are looking to cut costs, reduce readmission, and avoid penalties. What many are missing is the power of the patient service centers (or contact centers) in assisting with these initiatives.
In a recent article I authored on the Advance Healthcare Network web site, entitled, “Improving Patient Engagement: Top five contact center initiatives for providers”, I outlined 5 areas […]
Makeovers come in all shapes and sizes. New hair and makeup, new body curves, even a house transformation that makes those tired three bedrooms and 1800 square feet look shiny and new.
What if you took that same concept – out with the old and in with the new – and applied it to the experience you deliver your customers? And how about if that makeover goes right to the core of the customer experience — the contact center? Together with our friends from TMC we hatched the idea. Our plan is to do a complete, no-charge, makeover of the […]
Depending on the research report you read, chat looks to be the second most popular service communication channel, behind the ubiquitous telephone – and yes, ahead of email.
If that is the case, its no surprise that businesses are trying to figure out how to do chat well! Do I blend chat with my agents who also take phone calls? How many chats should an agent handle at once? What are the hiring criteria for a good chat agent? What tools do chat agents need in addition to what their phone counterparts have? What are the best KPIs to apply […]
Christmas will be over in just a few days. Vacations will be behind us. Family members will travel back home. And we’ll all be launching into a new year. For contact centers and unified communications, what trends can we expect to see and what surprises might lay in store?
Art Schoeller, vice president, principal analyst at Forrester Research and I (with added help from Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, and Don Van Doren, principal of UniComm Consulting) will be broadcasting a complimentary webinar, “Key 2014 Contact Center Trends and Priorities: How you can be ready,” where we’ll try and […]
For years (and I suppose still for many a CFO), moving customers to self-service options was a cost savings measure, not a way to improve customer satisfaction scores. But it doesn’t have to be that way… if you do it correctly!
Let me start with a couple tips from the writers at www.softwareadvice.com in an article they published on the subject important features your self-service portals should include.
Couple their ideas about reducing customer effort and making the search bar the centerpiece of your self-service support, with a multichannel view of customer interactions and you’re off to a good start.