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Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. 2016). This means the new goal must be getting every interaction right. Forrester Research predicts that by 2020, insights-driven businesses, like Baidu and Netflix will quadruple their revenue from $333 billion to $1.2 trillion, growing eight times faster […]

In Shifting the Paradigm of Contact Center Interaction Tracking, we spoke of a paradigm shift that needs to be considered in standard contact center metrics. For the sake of all great social experiences, let’s revisit one of the most common and basic measures of contact center success – the service level. Relying on service level […]

I am sure you’ve come across several resources that talked about digital channels now dominating over traditional ones. Even though your contact center might still be in the process of deploying or optimizing these channels, customers don’t care. They want their issue addressed now, and they expect you to know everything about their journey, no […]

Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. But when you think about it, doesn’t it make more sense to capture data at the event and interaction level? This would allow for much more powerful analysis, […]

A common scenario of interaction event tracking Let’s paint the picture of a common series of events in the contact center. 1.  A technical or performance issue is suspected – either through anomalies in high-level aggregate reports or an agent/customer complaint. From a management stand-point, the immediate question is: “Is this a recurring problem or […]

Contact Centers, as an industry, have been around since the advent of telephony technology. That technological era has also enabled us to measure and track contact center activity quite accurately. For too many years, contact centers were focused on operating contact centers as efficiently as possible, not providing outstanding customer experience. Our early ability to […]

As customer call centers have evolved into customer care centers, managers have had to adapt with new strategies for going beyond solving customers’ problems to finding ways to delight them at every touch point. The rewards can be great — customer loyalty and brand advocates — but only if customer care is done right. Making […]

As companies compete for market leadership position, it is quite easy for them to focus internally – either on processes to improve efficiency in delivery of their product, or on research and development to remain competitive. This can distract from understanding the market for which they are competing. Understanding how the market views, interacts and […]

At G-Force 2015, Aria Solutions’ product team together with Daniel Vetro, Director of Information Services from West Corporation, and Todd McCall, Voice Systems Engr. 3 from PacifiCorp, discussed how CIMplicity™ Visualizer is helping to streamline operations and improving the customer journey. THE PANEL DISCUSSION HIGHLIGHTS: FULL BREAKOUT SESSION (37:02 minutes) [gravityform id=”20″ ajax=”true”]