Four ideas to improve quality management in your contact centre
|
|
- Marcia Cole
- 6 years ago
- Views:
Transcription
1 Four ideas to improve quality management in your contact centre
2 Four ideas to improve quality management in your contact center According to Bain & Co, a customer is 4x more likely to buy from a competitor if a problem is service-related, versus price or product-related. It is important for call centres to understand this because they are in the front line of service delivery. So, each time your agents interact with your customers, they have a choice regarding the outcome they deliver. They can either create a great customer experience that inspires loyalty, or deliver an experience that drives customers into the hands of the competition. It is therefore crucial that every time a customer contacts your contact centre, he or she has a great experience. You may think that s easier said than done, but there are ways to ensure that all your customer interactions are managed effectively and focus on delivering positive customer outcomes. To increase your certainty of success, you will need the right quality management process in place. And therein lies your challenge. How do you make sure EVERY interaction achieves the right outcome? How can you be sure that the right words are used and are delivered with the right tone? Listening to 1-2% of agents monthly calls simply will not give you the answer. We ve put together a list of four powerful ideas from Duncan White of management consultancy horizon2 Limited, backed by technology tips from Frank Sherlock of CallMiner, on improving quality management in your contact centre. These will help to ensure your customers are getting a great customer experience every time they interact with your agents. Idea 1aluating more calls Really understand the voice of the customer and agent by evaluating more calls There is nothing quite so useless as doing with great efficiency, something that should not be done at all. Peter Drucker Austrian born US management guru, writer and seminal business thinker. Drucker s quote above highlights why treating your call quality monitoring as a simple tick box exercise is a big mistake. No matter how well you do it, if you are assessing the quality of your agent performance based on a small number of calls per month, you are creating an assessment with a huge margin of error. This won t give you the insight you need to identify how customers are really being treated. It also won t give an accurate assessment of agent performance. Not only will you be wasting your time, but you will also run the risk of losing customers. This risk can be increased if your agents feel unfairly treated by your random assessment, which, in turn, may have a further negative effect on the service your customers receive. Our Tip: Take the guesswork and margin of error out of the equation by measuring every interaction
3 Best-in-class interaction analytics platforms can automatically measure and score 100% of interactions, regardless of channel. This will provide you with a full picture of the quality of your agent interactions. Monitoring can not only help boost the customer experience by spotting issues early, but also gives you and your agents the confidence that their performance is being evaluated fairly. It can also prove if the right quality standards and compliance are maintained. By leaving the analysis to the technology, your supervisors will have more time to improve the customer experience by delivering targeted coaching to the agents that need it the most. Manual QA - Contact Insight Process TIME, EFFORT and RATE OF INTELLIGENCE RETURN Automated Interaction Analytics TIME, EFFORT and SPEED TO INTELLIGENCE Idea 2aluating more calls Link your agent evaluation to drivers of positive customer outcomes not just compliance Your agents and customer representatives are your front line and their actions can immediately impact any business objective or metric associated with customer interactions. Effective agent performance management is paramount not only to running a great contact centre, but also to growing your business. It is then important to ensure that your agents are delivering the right outcomes. To do that, you need to link your quality evaluation process to drivers of positive outcomes in these three steps: Identify positive outcomes and analyse their drivers Build these drivers into your evaluation process Test the approach and improve where necessary This means expanding your quality evaluation beyond simply compliance. Ask yourself a question: What specific agent behaviour, or the way the process is managed, helps deliver better customer outcomes for my business? Is it showing empathy, politeness, or making sure that the customer issue is resolved during the very first interaction with an agent? It could be all three. And it could be complying with legislation. This will mean analysing interactions across a range of categories to ensure you focus on all the right outcomes. Our Tip: Automate your quality monitoring of all your agents interactions
4 This will enable you to identify quickly, and with more certainty, which agent behaviours or processes are driving better customer outcomes. You can then build-in specific categories to agents daily, personalised scorecards and identify their performance against these categories. This will make it easier for agents to focus on specific areas that need improvement or ask for coaching assistance. It will also help you keep the right balance between different outcomes that are important to your contact centre, and bring the value to the entire business. Service Sales Financial Services Frictionless Experience Confidence in Process Fair Treatment Customer Expectation Efficiency One Call Politeness Confidence in Results Informed Secure Efficiency Pleasant Experience Politeness Clear Communication Compliant Behaviour Dignity Key Metrics to Measure PERCENT SILENCE 32% CALL DURATION 3m 14s DISCLOSURE 32% POLITENESS 84 CONSENT 91% EMPATHY 86 CALL EFFICIENCY CUSTOMER SATISFACTION AGENT QUALITY CLOSE RATE FCA VIOLATION PAYMENT OPTIONS Efficient 74% 17 11% 71 87% Improving, +3 Improving, +3 Weakening, -9 Weakening, -1 Weakening, -9 Weakening, -1 Idea 3aluating more calls Recognise that there are different elements that create a good interaction and they all need to be taken into account Just as there are different components of a good song the pianist, the tune and the piano - there are many components that compose a good customer interaction. Therefore, it is vital to recognise that it is not just what your agents are saying that impacts the customer experience but also the tone in which the words are delivered, how the conversation is structured, how long your customers stay on hold, etc. This is important because you can t rely on your customers to behave rationally. Many decisions that people think are unbiased and rational are in fact based on automatic and sometimes unconscious reactions driven by the situation (the conversation) and the context. For example, changing the structure of your conversations as well as the tone and the way you present or summarise choices, can have a big effect on your customer experience. But if you only manually listen to a random selection of calls, how can you tell with certainty, which way is best? Our Tip: Capture the entire context and components of a discussion for quality scoring
5 With this level of granularity, you will need the right quality management metrics and tools in place to ensure all agents comply. By analysing and scoring every interaction with its components, it s possible to quickly identify exactly which calls achieved a good customer outcome and why. This could include analysing and scoring words and phrases that show empathy, good listening skills, or identifying the percentage of silence on the call. You can also use sentiment analysis to objectively identify specific factors, such as: the amount of stress or frustration in a customer s or agent s voice (measures micro-tremors); how fast the individual is speaking (rate of speech); and changes in the level of stress indicated by the person s speech (such as in response to a solution provided by a customer support representative). This kind of technology will capture the entire context of a discussion for quality scoring, including the way in which an agent has dealt with the situation. By isolating the words, phrases or tone of voice, it is possible to coach agents to either use or avoid them to achieve better outcomes. You can then share this secret recipe with other agents and provide coaching to raise the game of the whole team. Idea 4aluating more calls Measure the quality along the entire customer journey - regardless of the channels used Whether your call centre s primary function is customer service, technical support, sales, or collections or whether your customer interactions are across multiple communication channels - you should always measure quality along the entire customer journey. After all, a conversation is still a conversation, whatever the channel. And, as a single issue may be communicated over more than one channel (Twitter, , call or chat), it s vital to be able to see and understand the whole customer journey. So, by building your QM around journey analytics as opposed to just contact analytics, you can ensure the quality is measured from the outside in, and that it is consistent across all channels. Our Tip: Analyse all interactions across multiple channels in one system that provides a single point of access to data Because the best multichannel customer experiences are those that provide a seamless transition between channels, it s vital to capture and analyse customer conversations across channels to create a complete picture of the customer journey. To do this you need to analyse all interactions across multiple channels in one system that provides a single point of access to data. Many call centres have different analysis systems for different channels and this creates a fragmented view of the customer. CallMiner s Interaction Analytics technology works by converting calls into transcripts and ingesting the transcript into a database. This enables detailed analysis across any text based channel - whether it s a call transcript, web chat, SMS, , forum, blog or survey. If your analytics software doesn t cover all the methods a customer chooses to communicate with you, vital pieces of information will not be available when an agent needs them. You also risk creating a fragmented picture of the customer journey that may leave the organisation at a serious competitive disadvantage.
6 In summary, stop guessing and start acting on everything your customer shares with you The quality of insight on agent performance and the timing of its availability are the two most important issues affecting your manual quality monitoring today. Being able to automatically score 100% of interactions, as well as monitor calls in real-time, helps eliminate these issues by providing necessary insights to manage any quality assurance processes more efficiently. By using this insight to combine the human and technology elements of your quality monitoring, you can transform your performance by improving your processes, eliminating inefficiencies and reducing non-compliance risk. Most importantly you will enhance the experience and outcomes delivered to your customers. About CallMiner CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes. With the tagline Listen to Your Customers, Improve Your Business, our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, s and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner customers have been recognized for unparalleled success in leveraging Eureka interaction analytics to attain their business goals and objectives. View a demo or take a test drive Calculate your potential ROI CallMiner, Eureka, Eureka!, MyEureka, EurekaLive, the CallMiner Eureka logo, the CallMiner MyEureka logo, the CallMiner EurekaLive logo, Listen to your customers. Improve your business., Feedback Is A Gift, Listen, Engagement Optimization, the Engagement Optimization logo, and EO are trademarks or registered trademarks of CallMiner, Inc. in the United States and foreign jurisdictions. Other product names mentioned herein may be the trademarks of their respective owners.
7 +44 (0) facebook.com/callminerinc twitter.com/callminer linkedin.com/company/callminer 2017 by CallMiner. All rights reserved.
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre
Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre RANKED #1 in Customer Satisfaction among SPEECH ANALYTICS VENDORS Independent Analysts
More informationEnterprise Uses of Speech Analytics
Enterprise Uses of Speech Analytics May 2017 Sponsored By: - 1 - DMG Consulting LLC Table of Contents Using Speech Analytics to Improve the Customer Journey... 1 Contributions of Speech/Text Analytics...
More informationExclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way
Exclusive Voice of the Customer framework for smart CX managers: Delivering world-class customer experience every step of the way VoC programs enable you to engage with customers at key points across the
More informationSOCIAL CUSTOMER. Etiquette SERVICE. Your guide for engaging as a person, not a logo
Your guide for engaging as a person, not a logo 1 Introduction 2 Do: Move Social into Your Call Center 3 Don t: Delay Your Response 4 Do: Measure the Impact of Your Efforts 5 Don t: Push Customers to a
More informationHelping Your Online Community Succeed
Helping Your Online Community Succeed Introduction Building an online community can help your organization create exceptional relationships with its customers, advocates, and staff. It can also help future-proof
More informationHow healthy is your business?
How healthy is your business? Five Steps for Getting and Retaining Customers in the Fitness, Health and Wellness Industry + Plus, How to determine if a Customer Feedback Management (CFM) Program is right
More information[ know me ] A Strategic Approach to Customer Engagement Optimization
[ know me ] A Strategic Approach to Customer Engagement Optimization A Verint White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business
More informationOPTIMIZING THE AGENT JOURNEY TO PERFECT THE CUSTOMER JOURNEY
OPTIMIZING THE AGENT JOURNEY TO PERFECT THE CUSTOMER JOURNEY TABLE OF CONTENTS Changes in Customer Behavior Dictate Changes for Agents...1 The Illusive Super Agent...2 New Challenges, Old Tools?. 3 The
More informationRealizing. Issue 17 LEADERSHIP. Everyday Leaders Changing Our World. Linda Fisher Thornton in Conversation ETHICAL LEADERSHIP
Realizing LEADERSHIP Everyday Leaders Changing Our World Linda Fisher Thornton in Conversation ETHICAL LEADERSHIP Realizing Leadership in Conversation LINDA FISHER THORNTON Ethical Leadership with LAURIE
More informationSpeech Analytics Product and Market Report Reprint. Sponsored by:
Speech Analytics Product and Market Report Reprint Sponsored by: Table of Contents 1. Speech Analytics Vendor Satisfaction Analysis... 1 1.1 Summary of Survey Findings and Analysis... 3 1.2 Detailed Survey
More informationThe rules of engagement. Your digital guide to boosting employee engagement.
The rules of Your digital guide to boosting www.thomasinternational.net It s no secret that there is a strong connection between the performance of an organisation and levels of amongst the workforce.
More informationBritish Gas Report to Ofgem in response to Ofgem s open letter on Supplier Complaints Handling dated 26th September 2014
British Gas Report to Ofgem in response to Ofgem s open letter on Supplier Complaints Handling dated 26th September 2014 britishgas.co.uk 1. Introduction from Ian Peters Managing Director British Gas One
More informationEnabling Collaboration in Insurance
Enabling Collaboration in Insurance The Role of Communications, Content, and Processes Mark Breading SMA Partner Strategy Meets Action Table of Contents The Promise of Collaboration... 3 Seeking Differentiation
More informationSocial Media Social Media Planning Template & Checklist++
Social Media Marketing Trends++ Creating compelling content for social media marketing purposes is not only the most effective tactic used, it is also the most difficult tactic to execute. What types of
More informationWorking in a Customer Service Culture
Working in a Customer Service Culture Customer Service Skills Student Workbook Introduction: Welcome to customer service skills training. Every job or position has some degree of customer interaction.
More informationThe Importance of Supplementing NPS Scores with Insights Drawn from Real Comments and Reviews. Whitepaper
The Importance of Supplementing NPS Scores with Insights Drawn from Real Comments and Reviews Whitepaper INTRODUCTION/EXECUTIVE SUMMARY The Net Promoter Score (NPS) system has transformed the way businesses
More informationBuilding High Performing Teams
By Jason Westland - Jason Westland Release Date : 2014-01-12 Genre : Industries & Professions FIle Size : 17.12 MB is Industries & Professions It doesn't take a guru to build a high performing team - it
More informationCHANNELADVISOR WHITE PAPER. Everything You Ever Wanted to Know About Feedback on EBay
CHANNELADVISOR WHITE PAPER Everything You Ever Wanted to Know About Feedback on EBay Everything You Ever Wanted to Know About Feedback on EBay 2 An important part of successful selling on ebay is the feedback
More informationMetrics For The Service Desk
Metrics For The Service Desk About the Author Contents 2 The author of this report is SDI s Industry Analyst Scarlett Bayes. Scarlett is dedicated to providing insightful and practical research to the
More informationWhite Paper. Five Universal Truths Jeopardizing Your Technical Support Success Changes That Will Transform Customer Support Experiences and Outcomes
White Paper Five Universal Truths Jeopardizing Your Technical Support Success Changes That Will Transform Customer Support Experiences and Outcomes May 2015 Sykes Enterprises, Incorporated l www.sykes.com
More informationWhy Do So Many Online Businesses Fail?
Why Do So Many Online Businesses Fail? Why do online businesses fail? This question isn t easy to answer. More often than not, there are multiple factors that prevent online businesses from turning a profit,
More informationUSING PR MEASUREMENT TO BEAT YOUR COMPETITORS: A HOW-TO GUIDE
USING PR MEASUREMENT TO BEAT YOUR COMPETITORS: A HOW-TO GUIDE Dear Reader, Thank you for downloading this how-to guide: Using PR Measurement to Beat Your Competitors. I hope you will find it to be a valuable
More informationInnovative Marketing Ideas That Work
INNOVATIVE MARKETING IDEAS THAT WORK Legal Disclaimer: While all attempts have been made to verify information provided in this publication, neither the Author nor the Publisher assumes any responsibility
More informationA Retailer s Guide to Getting Omnichannel Customer Service Right
A Retailer s Guide to Getting Omnichannel Customer Service Right 2 Contents 04 Why You Need Omnichannel Customer Service 05 What Customers Expect 06 The Boiling Point 07 Performing a Customer Service Audit
More informationThe Customer Complaints X-Ray
The key to customer retention and loyalty via customer complaints handling Qaalfa Dibeehi, Chief Operating and Consulting Officer Zhecho Dobrev, Consultant http://www.beyondphilosophy.com/ Contents Executive
More informationCustomer Engagement Optimization. A guide to solutions from Verint
Customer Engagement Optimization A guide to solutions from Verint Seriously smart organizations are poised for competitive advantage. Are you? As consumer expectations continue to grow, customer centricity
More informationHOW YOUR CAREER BACKGROUND CAN HELP YOU BECOME A BUSINESS ANALYST
By Laura Brandenburg Lesson Objective: After completing this lesson, you ll be able to identify strengths from your career background that will directly support your transition into business analysis.
More informationThe importance of listening: for effective leading, engaging and serving
The importance of listening: for effective leading, engaging and serving Dr Louise Parkes ACSA National Conference, Sydney, September 2011 e: louise.parkes@voiceproject.com.au p: 02 8875 2803 listen up...
More informationTHE BUSINESS LEADER S GUIDE TO. Becoming a Social Business
THE BUSINESS LEADER S GUIDE TO Becoming a Social Business Introduction Customers expect personalized, one-to-one interactions whenever and wherever they interact with your brand and a growing number of
More information5 TIPS. for Live Chat Supervisor and Admin Success. Best Practices for Supervisors and Admins
5 TIPS for Live Chat Supervisor and Admin Success Best Practices for Supervisors and Admins INTRODUCTION For contact center agents, delivering an average customer experience can be a challenge, let alone
More informationHow to earn MORE working LESS and better help your clients to achieve their desired results.
How to earn MORE working LESS and better help your clients to achieve their desired results. INTRODUCTION Hi and thanks for deciding to read this report. I will keep it to the point and genuinely believe
More informationDeveloping Competency Frameworks. Lorna Badrick
Developing Competency Frameworks Lorna Badrick Objectives Objectives of the session:- To consider how you define the skills, behaviours and attitudes that workers need to perform their roles effectively
More informationNUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY
NUANCE COMMUNICATIONS CUSTOMER SUCCESS STORY The Closed Loop Feedback Process Proves to Be a Valuable Tool for Resolving Customer Issues in a Timely Manner, Leading to Increased Customer Loyalty and Satisfaction
More informationKnowledge Management in the Contact Center. Best Practice Guide
Knowledge Management in the Contact Center Best Practice Guide Table of Contents Executive Summary... 3 Determining Objectives and Metrics... 4 Planning an Implementation Strategy... 5 Developing a Strong
More informationThe Five Critical SLA Questions
STERLING COMMERCE WHITE PAPER The Five Critical SLA Questions What you need to know before you define your managed file transfer service level agreements Introduction A Service Level Agreement (SLA) is
More informationHow to Scale a Growing Business INSIGHTS FROM A SALESFORCE STARTUP
How to Scale a Growing Business INSIGHTS FROM A SALESFORCE STARTUP 1 Introduction In 2011, RelateIQ was a brand new software startup with just a few employees working from the kitchen of one of the cofounders.
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationBuilding a Voice of the Customer Strategy for Contact Centres
Building a Voice of the Customer Strategy for Contact Centres How Johnson &Johnson (Pty) Ltd used real time customer feedback to turn customer experience into profit. Although progress has been made by
More informationTHE E-COMMERCE BUSINESS OWNER'S GUIDE TO SEO MANAGEMENT
THE E-COMMERCE BUSINESS OWNER'S GUIDE TO SEO MANAGEMENT Lessons from Online Retailers Who Successfully Drive SEO Growth Table of Contents Introduction Why Top-Performing E-commerce Businesses Invest in
More informationCourse 4 Customer Relations
Associate Program Customer Relations Delivering our Customers a perfect pizza Delivering it fast and safely Being knowledgeable about our products Keeping a clean, friendly image EVERYTIME EVERYTIME ALL
More informationSAP Hybris Solution Brief for Wholesale Distribution
SAP Hybris Solution Brief for Wholesale Distribution Today s competitive markets demand that Wholesale Distributors evolve faster, become more efficient, and provide memorable customer experiences. For
More informationXpertHR Podcast. Original XpertHR podcast: 22 September 2017
XpertHR Podcast Original XpertHR podcast: 22 September 2017 Hi and welcome to this week s XpertHR podcast with me, Ellie Gelder. Now TUPE, possibly not a term that inspires enthusiasm amongst a lot of
More informationVIDEO 1: WHY IS A STRATEGY PLAN IMPORTANT?
VIDEO 1: WHY IS A STRATEGY PLAN IMPORTANT? Hi, I m Sarah from HubSpot Academy. Welcome to, Creating a Strategy Plan for your Clients. At this point in the client engagement, you ve conducted a content
More informationAgile leadership for change initiatives
Agile leadership for change initiatives Author Melanie Franklin Director Agile Change Management Limited Contents Introduction 3 Agile principles 3 Introduction to Agile techniques 6 Working in sprints
More informationATTRITION: THE SILENT KILLER
ATTRITION: THE SILENT KILLER Executive Summary: Attrition is a key metric in the security industry. Your rate of attrition directly impacts the health, profitability, and ultimate value of your security
More informationCIMA GATEWAY CASE STUDY MAY 2017 EXAM ANSWERS. Variant 1. The May 2017 exam can be viewed at
CIMA GATEWAY CASE STUDY MAY 2017 EXAM ANSWERS Variant 1 The May 2017 exam can be viewed at https://connect.cimaglobal.com/resources/may-2017-gateway-case-study-examvariant-number-1 TASK 1 Whether to introduce
More informationAn Introduction to INTRANET ANALYTICS How to Measure and Optimize your Intranet Portal to Make Intelligent Business Decisions A publication of
An Introduction to INTRANET ANALYTICS How to Measure and Optimize your Intranet Portal to Make Intelligent Business Decisions A publication of 1 AN INTRODUCTION TO INTRANET ANALYTICS WHICH METRICS SHOULD
More informationWHITE PAPER. Optimize Your Customer Engagement with Customer Communications Management (CCM)
WHITE PAPER Optimize Your Customer Engagement with Customer Communications Management (CCM) Overview Customers engage with their vendors through more channels than ever before. And, customer preferences
More informationLinda Carrington, Wessex Commercial Solutions
Linda Carrington, Wessex Commercial Solutions Linda Carrington has worked with ISO 9001 accredited systems throughout her career, in businesses as diverse as oil and gas, construction, defence and shipping.
More informationVALUES BASED RECRUITMENT TOOLKIT VBRT MODULE 3 USING A VALUES BASED APPROACH IN INTERVIEWS VALUES BASED RECRUITMENT TOOLKIT: DISABILITY SECTOR
VALUES BASED RECRUITMENT TOOLKIT VBRT MODULE 3 USING A VALUES BASED APPROACH IN INTERVIEWS CONTACT INFORMATION Caroline Alcorso National Manager (Workforce Development) National Disability Services Level
More information6 Steps to Social Media Success for Law Firms
6 Steps to Social Media Success for Law Firms 6 STEPS TO SOCIAL MEDIA SUCCESS FOR LAW FIRMS By Bria Burk Androvett Legal Media & Marketing Social media is a great way to share firm news about new hires,
More informationP.O. Box 12135, Costa Mesa, CA Phone: Fax:
P.O. Box 12135, Costa Mesa, CA 92627 Phone: 800.553.8814 Fax: 877.577.5677 Dear Buzz Bite Vending Distributor, September 26, 2008 Vroom Foods, Inc. has always operated with a simple business strategy based
More informationQuality & Customer Service For Small Organizations
Quality & Customer Service For Small Organizations 10 Point Quality & Customer Service Criteria & Self-Evaluation Tool Written by John Perry December 2008 Version NQI No part of this publication may be
More informationUNIFYING THE CUSTOMER JOURNEY 4 WAYS CALLBACK IN THE CLOUD IMPROVES THE CUSTOMER EXPERIENCE
UNIFYING THE CUSTOMER JOURNEY 4 WAYS CALLBACK IN THE CLOUD IMPROVES THE CUSTOMER EXPERIENCE TABLE OF CONTENTS Introduction Page 3 Integrated business groups ensure a consistent experience Page 4 Elimination
More informationCOMPLAINT MANAGEMENT POLICY
COMPLAINT MANAGEMENT POLICY DISCLAIMER No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photograph, magnetic
More informationContents. Foreword 4. ResQ at a glance 5. Our purpose 6. Our core values 7. Our business model 8. Our services 9. What we are 10. Phrases we like 11
Contents Foreword 4 ResQ at a glance 5 Our purpose 6 Our core values 7 Our business model 8 Our services 9 What we are 10 Phrases we like 11 Greater than 12 Non negotiables 13 Lifelong learning 15 It s
More informationAdvisor Industry Insights From Morningstar. 10 Tips for Advisors on Acing Client Check-Ins
Advisor Industry Insights From Morningstar 10 Tips for Advisors on Acing Client Check-Ins What You ll Learn How synchronized reporting can make your client service operation run like clockwork Why giving
More informationUnified Employee Desktop. Best Practice Guide
Unified Employee Desktop Best Practice Guide Table of Contents Introduction... 3 1. Decide Where to Start... 4 2. Design Your Process... 4 3. Deploy Your Integration Strategy... 5 4. Use Contextual Knowledge
More informationExcellus BlueCross BlueShield s Stunning First Call Resolution Improvement Effort Delivers More Than Impressive Results
s Stunning First Call Resolution Improvement Effort Delivers More Than Impressive Results (BCBS), a nonprofit independent licensee of the BlueCross BlueShield Association, is part of a family of companies
More informationContents. 3 Introduction. 5 Our values 6 Safety 7 Teamwork 8 Respect 9 Integrity 10 Excellence
The way we work Contents 3 Introduction 5 Our values 6 Safety 7 Teamwork 8 Respect 9 Integrity 10 Excellence 13 Our code of conduct 14 Safety and health 15 Employment and inclusion 16 Human rights 17 Data
More informationThe 6 Habits of Successful Self Service
The 6 Habits of Successful Self Service In today s digital age, where customers want fast, efficient service that allows them to get what they need as effortlessly as possible, self-service is an increasingly
More informationMITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM
BROCHURE MITEL MiCONTACT CENTER ENTERPRISE & BUSINESS FOR THE MIVOICE BUSINESS PLATFORM STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface
More informationCopyright 2012, Business Directors New Zealand Limited, Graeme Owen,
1 of 13 Welcome Thank you for visiting the successful builder site and for downloading this e book. In it you will find three of the reasons I have found that builders lose money and how to fix these in
More informationHOW TO KEEP EMPLOYEES MOTIVATED, EVERY SINGLE DAY
HOW TO KEEP EMPLOYEES MOTIVATED, EVERY SINGLE DAY P L A N N I N G, C O N D U C T I N G, A N D G E T T I N G R E S U L T S Through my own research and a LOT of trial and error, I have identified 16 keys
More informationSocial Media Guidelines
Social Media Guidelines Protect proprietary business information Be thoughtful about helping our customers Remember, you are always visible on Social Media Acknowledge you are a Progressive employee Be
More informationInsurance Marketing Benchmarks Report
Insurance Marketing Benchmarks Report 2017 Introduction How can I attract and maintain policyholders? That s a question successful insurance agents ask themselves on a regular basis. Better coverage, competitive
More informationInstructor s Manual Materials to Accompany
Instructor s Manual Materials to Accompany SOCIAL MEDIA MARKETING, 2E CHAPTER 2 Goals and Strategies LEARNING OBJECTIVES After completing this chapter, students will be able to: Define a social media plan
More informationWHITEPAPER. Text Analytics - Sentiment Extraction. Measuring the Emotional Tone of Content
WHITEPAPER Text Analytics - Sentiment Extraction Measuring the Emotional Tone of Content What is Sentiment Scoring and why do you care? Sentiment scoring allows a computer to consistently rate the positive
More informationMindshop Business Leader
Mindshop Business Leader Insight Study 2016 Mindshop Business Leader Insight Study 2016 Table of Contents About the study 3 Top 10 business leader insights 4 Key findings 5 About Mindshop 14 About the
More informationWhat Customers Are Thinking
How to What Customers Are Thinking Customers Prefer Other Channels IVR rated lowest for first-contact resolution and quality of service received among eight customer-facing channels Customers would rather
More informationRole of the Business Development Center (BDC)
Role of the Business Development Center (BDC) Over the years, many dealerships have struggled to get the entire team to realize and respect the role and value of a BDC. From being the first impression
More informationCustomer Service in a Multi-Channel World 2. Table of Contents
Customer Service in a Multi-Channel World How to Profit from the Shift to Multi-Channel Customer Service August 2008 Customer Service in a Multi-Channel World 2 Table of Contents Executive Summary 3 It
More informationProSupport Enterprise Suite. Support that accelerates your IT transformation
ProSupport Enterprise Suite Support that accelerates your IT transformation 1 Comprehensive support for complex environments The enterprise landscape is changing rapidly, and the pressure to introduce
More informationEQ Competencies Assessment
EQ Competencies Assessment The research validates that what separates superior leaders from average leaders is Emotional Intelligence (EQ). When measuring IQ, Technical Expertise and EQ, the results validated
More informationUnderstanding Customer Experience Management. Five Essential Elements of a Comprehensive Approach
Understanding Customer Experience Management Five Essential Elements of a Comprehensive Approach Overview In this era of the referral economy, the customer experience has more influence than ever on the
More informationImplementing an Employee Engagement Programme
Implementing an Employee Engagement Programme A People & Culture White Paper Introduction Over the last decade, employers focus has moved away from employees who are satisfied with their working conditions,
More informationSocial Media Toolkit. Luke Williams. Feb Page 1
Social Media Toolkit Luke Williams Feb 2012 Page 1 Table of Contents Introduction to social media... 3 Social media guidelines... 4 Listening online... 5 Twitter... 6 Facebook pages... 7 Blogs... 8 LinkedIn...
More informationPractical Process Improvement: the Journey and Benefits
Practical Process Improvement: the Journey and Benefits 27-29 September 2004 Colin Connaughton AMS Metrics Consultant CMM, Capability Maturity Model, and Capability Maturity Modeling are registered in
More informationA-Z OF CUSTOMER SERVICE AND COMPLAINTS MANAGEMENT
A-Z OF CUSTOMER SERVICE AND COMPLAINTS MANAGEMENT Leading Light Enterprises Ltd 1 0845 165 6269 Welcome! When it comes to customer service it s actually quite easy to make a huge difference. It s often
More informationTHE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS
THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS What makes a high-potential? Quite possibly not what you think. The HR Guide to Identifying High-Potentials 1 If you agree people are your most valuable asset
More informationCustomer Interaction Analytics: A Quantum Leap Forward for Your Contact Center
WHITE PAPER Customer Interaction Analytics: A Quantum Leap Forward for Your Contact Center As channels of personal communication continue to proliferate, enterprises try to encourage better communication
More informationImproving Employee Performance How Technology Can Help
Improving Employee Performance How Technology Can Help Introduction It would be easy to conclude from recent articles that employee performance management is a fundamentally flawed process and should disappear
More informationTRANSCRIPTION: Xerox Thought Leadership Podcast Series. Communication Engineering Interview with Paul Lundy Xerox Global Services
TRANSCRIPTION: Xerox Thought Leadership Podcast Series Communication Engineering Interview with Paul Lundy Xerox Global Services GM: PL: Gabrielle Mclaughlin Paul Lundy GM: I am Gabriele McLaughlin from
More informationLead Generation 101:
WorkWise Presents Lead Generation 101: 5 Tips to Generate More Leads for Your Business in the Next 30 Days WORKWISEsoftware.COM SEO If you re not focusing on Search Engine Optimization (SEO) for your company,
More informationHuman Resources National Coaching Service Navigate your Guide to Consultant Recruitment. Coaching A resource for you.
Human Resources National Coaching Service Navigate your Guide to Consultant Recruitment Coaching A resource for you February 2017 Background Priority 3 Learning and Development Priority 3.14 Develop coaching
More informationCreating Kick-Ass Engagement Plans for Your Key Accounts
Creating Kick-Ass Engagement Plans for Your Key Accounts Introduction Accounts management is a long-standing practice that exists in some form in most organizations. From non-profits to small businesses
More informationCover Slide. Incorporating Social Media and Customer Service: How to Develop a Strategy
VIPdesk Webinar Series April 6, 2010 Cover Slide Incorporating Social Media and Customer Service: How to Develop a Strategy Presented by: Blake Cahill: SVP of Marketing, Visible Technologies Hosted by:
More informationAchieving customer intimacy with IBM SPSS products
Achieving customer intimacy with IBM SPSS products Transformative technologies for the new era of customer interactions Highlights: Customer intimacy is an innovative strategy for helping organizations
More informationCustomer service. Chartered Institute of Internal Auditors. 26 October What is customer service? 1 Chartered Institute of Internal Auditors
26 October 2017 Customer service Chartered Institute of Internal Auditors Everyone in the organisation is either directly or indirectly involved with customer service. It is very important that world class,
More informationTwitter for Small Business
Twitter for Small Business A GUIDE TO GET STARTED business.twitter.com @TwitterSmallBiz CASE STUDY A Twitter success story And it all started with that one little Tweet, said Roberta Dyer, whose independent
More informationMedallia for B2B. 5 Practices to Engage and Delight your Customers. Jennifer K. Schmitt, Solution Principal Vertical Markets. Medallia Copyright 2017.
Medallia for B2B 5 Practices to Engage and Delight your Customers Jennifer K. Schmitt, Solution Principal Vertical Markets Business-to-business (B2B) companies recognize customer experience is critical
More informationThe Recruitment Marketing Awards 2017
The Recruitment Marketing Awards 2017 The Recruitment Marketing Awards feature 24 categories plus the "Grand Prix" overall winner. They recognise how outstanding creativity combined with the right medium
More informationHow Small Wholesale Distributors and Retailers Can Use Key Performance Indicators to Help Grow Their Businesses
How Small Wholesale Distributors and Retailers Can Use Key Performance Indicators to Help Grow Their Businesses Perspectives Report Introduction 2 Section 1: Goals and KPIs: Set, Measure and Improve 3
More informationManaging a complaint at work A step-by-step guide
Be prepared In running your business, you expect that at some point there could be a complaint from someone who works for you. It could be to do with their work, where they work, or who they work with.
More informationApril 2014 Whitepaper: The Magic Logix Guide to Marketing Automation
I N T E G R AT E D M A R K E T I N G A G E N C Y April 2014 Whitepaper: The Magic Logix Guide to Marketing Automation Magic Logix Guide to Marketing Automation Marketing Automation Overview Ultimately,
More informationEpicor Informance. Enterprise Manufacturing Intelligence Overview
Epicor Informance Enterprise Manufacturing Intelligence Overview Epicor Software Corporation Epicor Software Corporation Real-time information for better production Epicor Informance Enterprise Manufacturing
More informationOperating procedure. Managing customer contacts
Operating procedure Managing customer contacts Contents 1. Introduction 2. Staff welfare 3. Application and context of this procedure 4. Defining and dealing with challenging customer behaviour 5. Equality
More information4 Crucial Trends for the 2018 Holiday Retail Season
4 Crucial Trends for the 2018 Holiday Retail Season Executive Summary It s the most wonderful time of the year. No, not the holidays. Rather, we mean this post-holiday moment, when retailers assess the
More information