This year’s Genesys conference, CX17, was hosted in Indianapolis, Indiana, which is also the headquarters of its latest acquisition, Interactive Intelligence. The event was full of people and excitement around seeing both product lines come together—and the Empirix team was ready to match that excitement with the celebration of our 25th anniversary of the Hammer Test platform!
Violent storms will likely become more common—as will, unfortunately, power outages. Utility companies are being more proactive about staging assets to be able to respond to outages when there is time to prepare, moving trucks, people and equipment into strategic locations to respond to reported outages. But what is being done to validate that their customers can call in when these outages occur?
Call centers are never short on metrics, but is the business utilizing the right metrics to ensure they are fit for business? Should those metrics change in an agile environment? The agile methodology for software development has definitely taken center stage, however, it struggles in large organizations with long standing processes and considerable investments in […]
Customer experience in the contact center is paramount in customer retention. Technical issues, even minor ones, can have an enormous impact on a consumer’s perception of a company.
2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.
In the contact center, supervisors and managers often run into similar situations. Most agents go through an initial training when hired, but over time they may forget some of the tactics they learned or realize they need more knowledge about a certain topic or software program. With everyone operating at different levels, it can be challenging to provide consistent, high-quality service to every customer who reaches out to you.
There is no denying that the rollout of the new Health Insurance Marketplace in the US has been a debacle. After all, the person ultimately responsible for the project testified before congress and said, “Hold me accountable for the debacle; I’m responsible.”
Like end-to-end testing, monitoring can be grouped into key categories. This will enable you to better focus on issues to get them resolved quickly, with minimal impact to the customer experience.
As soon as Buffer realized it had been hacked, the company sent out an apology and informational email. The company also responded quickly to emails, social media posts, and comments on its blog. There was no hiding or keeping silent. This earned the organization huge kudos in the eyes of its customers.
I’d like to share the top 10 issues Empirix has discovered while working with clients in the past 45 days. Hopefully these insights will help you think about your own communications environment and how it effects the customer experience.