Tis the Season for Contact Centers: Give Agents the Tools for a Happy Holiday

  • Cindy Whelan
    Cindy Whelan

    The contact center is a critical element in building customer satisfaction and improving the customer experience; agents’ ability to respond to customer requirements effectively can set the tone for future business or sour the relationship.

  • A recent survey from Dimension Data highlights declines in customer satisfaction and first call resolution rates.  Contact center operators need to ensure coordination across contact center operations and provide agents with the tools and processes to resolve an issue or escalate that first call as frequently as possible.

Dimension Data recently completed its annual Contact Centre Benchmarking Report, a global survey of 817 contact centers.  The Summary Report included some interesting findings in the area of customer satisfaction and first contact resolution:  customer satisfaction scores have declined from 82% to 77% from 2011 to 2013, and first contact resolution rates have dropped a whopping 12%, from 85% to 73% from 2009 to 2013. These declines are surprising given increased enterprise focus on the customer experience during these time periods, the growth in customer data collection, and the improvements that have been made to contact center tools and multi-channel agent contact options. Continue reading “Tis the Season for Contact Centers: Give Agents the Tools for a Happy Holiday”

Verizon’s Rapid Delivery Initiative Improves Efficiency and the Customer Experience

Cindy Whelan
Cindy Whelan

Summary Bullets:

  • Verizon has completely redesigned its service delivery model, fundamentally changing its approach and supporting technologies, as well as organization and process flows.
  • The initiative, dubbed ‘Rapid Delivery,’ has increased operational efficiency, leading to reductions in the time required for quotes, orders and contracting.  Tightened data integrity means greater accuracy throughout the sales process.

Improving the customer experience is on every carrier’s radar.  One of the charges often levied against very large carriers (and large companies in general for that matter) is that it’s often difficult to get things done.  If there is a service or billing error, resolution can become a time-consuming, frustrating effort for the customer.  Over the last several years, a number of providers have invested in initiatives to improve customer self-service tools such as portals as well as internal tools used by sales and support teams.  Revamping the customer engagement process from pre-sales through deployment and ongoing support is a daunting task for any provider, but for carriers that have grown through acquisition, consolidating multiple systems and processes acquired over many years adds another layer of complexity to an already sensitive, complicated mission.  Verizon is one of those providers that has taken on the challenge; so far, it seems to be making exceptional headway in its efforts. Continue reading “Verizon’s Rapid Delivery Initiative Improves Efficiency and the Customer Experience”

Customer Experience Is King for the “New” Level 3

C. Whelan
C. Whelan

Summary Bullets:

  • Level 3s integration of Global Crossing includes fundamental changes to the way it interacts with customers.
  • Level 3 is placing increased emphasis and investment on processes and tools to improve the customer experience.

Last week, Level 3 Communications held its annual Industry Analyst Roundtable, and the company provided a view into its integration of Global Crossing as well as future plans.  A recurring theme throughout the conference was improving the customer experience.  Use of the termcustomer experience’ can be just about as nebulous as ‘cloudthese days, but the way a company works with its customers is a critical element of customer perception.  Level 3 has been working to minimize missteps during the integration process, and to establish best practices that will set it apart from competitors going forward.  The carriersVoice of the Customerprogram includes ongoing customer surveys, customer service call recording, and other tools to monitor customer satisfaction.  Level 3 is also giving customers access to more information about its network and customers’ services, and it is giving employees tools to work with customers more efficiently.  Continue reading “Customer Experience Is King for the “New” Level 3”