Can Voice Analytics Stem the Customer-Satisfaction Skid?

Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well?

I’ll admit it. As predictions go, mine wasn’t as bold as the ones that foresaw flying cars, the end of the world or even that spam (the digital variety) would soon be eradicated from the earth.

But unlike those not-so-prescient prognostications, my prediction actually came true.

Several years ago I forecast that corporate contact centers would soon dive headlong into “big data” to provide a better, more personalized customer service experience. Continue reading

Your Customers Are Calling…. But Who’s Answering?

With consumers now firmly in charge of the digitized customer journey, the demand for prompt, accurate and personal service is critical. It is time to once again move our customer service efforts closer to those who matter most: the customer.

Among the biggest casualties of companies’ decades-long drive to cut costs has been the customer service organization. With an eye toward short-term results, many “conversations” with customers that were previously handled in-house were either outsourced, shipped overseas or both.

That no doubt pleased investors and made our finance people heroes, but it’s also had the perverse effect of placing our customer service functions even farther away from the customer, instead of closer. Continue reading

Who owns Customer Experience in your organization?

Unboxing an Apple product – Wow!

Buying products from Amazon and ease of returning – Wow!

Being put on hold for 15 minutes during a customer support call – Terrible!

The battery lasts for 3 hours compared to the promised 5 hours – Frustrating!

We all have experienced moments of delight and despair during our interactions with “brands”. The above examples are not of good/bad products, but of “experiences” that we have around products or services that we buy. Continue reading

Finally, a Company that Takes Customer Satisfaction Seriously

Who hasn’t been on the receiving end of a forgettable customer service experience? Everyone has a horror story to share. Based on a recent experience, though, there may be hope for better service.

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I had the most gratifying experience while on hold the other day.

Yes, you read that right. Continue reading