Wednesday, November 18, 2015

4 Power Apps to Manage Your Customer Experience Objectives

There are many productivity apps available on the Android or Apple marketplaces which can help
streamline a contact center supervisor's workday and even work in conjunction with the various technologies used to keep track of various customer experience strategies and objectives.

Evernote is an incredible tool which can be used for storing customer experience stories found on the web, collaborating with co-workers. You can setup a free account and use it on a PC, tablet or smartphone. All of your information is synced across all devices. You can even use it as a universal clipboard for easy pasting of common email replies, web chat responses, etc.

Pinterest is a wonderful service for capturing compelling customer experience visuals and thoughts. Search the app for "customer experience" and then pin the results for later reading, sharing or repurposing. Print new posters from the infographics which will help inspire, motivate and challenge your team.

IFTTT allows you to save steps and do more by connecting "channels". For example, you can connect your "Pinterest" and "Gmail" channels to enable an email to be generated every time there is a new "customer experience" pin found. You could also connect a "YouTube" channel with "Evernote" to save any videos tagges with "customer experience" to an Evernote folder of the same name in your account. Have some fun with this one!

Wunderlist is an easy-to-use task management app with sharing, sub-tasks and more built right in. Google Calendar syncing is built right in for syncing tasks within your calendar. Outlook compatibility is inevitable as Microsoft just bought this beautiful app. It's definitely worth tasking up all your customer experience intiatives and adding them to your timeline of goals.

Monday, August 03, 2015

5 tips to help raise contact center agent motivation

  1. Introduce your agents to what you're trying to do with your speech analytics technology - discover keyword phrases which indicate trends. They may be able to help you develop your list of phrases to look for. What a sense of pride it will give them to contribute in this manner!
  2. Allow free access to social networks and encourage agents to participate in company posts and train them in best practices for responding to social customer service. Cross-train them to handle emails, texts, tweets, etc. as everything does point to an omni-channel future.
  3. Investigate what's available in rewards options from management. The incentives/rewards process always seems to yield additional motivations.
  4. Let your marketing team have some fun with the agents. They can shoot photos and videos for promotional purposes.
  5. Allow agents to develop mock calls that incorporate web cam usage and appropriate handling of customer situations.  This can inevitably be used to enhance agent performance as well as for training new hires.
    Read then full blog post for
    additional ways to supercharge your contact center agents!

Friday, June 12, 2015

Onsite training for workforce optimization success story

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When we go out on the road to provide onsite training for Virtual Observer, we always try to leave with constructive feedback from our customers.
New CSI customer Butler County, Ohio, an Avaya call recording and workforce optimization project, provided such feedback on our onsite training sessions and overall implementation.
"From the very start, CSI has been extremely responsive to our needs, and provided unmatched support throughout the procurement and implementation phases. Virtual Observer has been extremely easy for all of our users to understand and begin utilizing immediately. We were extremely impressed with CSI's delivery of training and their professionalism. The trainer was incredibly punctual and well prepared. CSI effectively delivered the Virtual Observer training across many different learning styles. Not only did they answer every single question with precision, they were able to calm any user concerns by making necessary adjustments on the spot."
Continue reading this Avaya success story on our website.