2010 Year in Review: Top eleven call center posts
We all know, the need for excellent customer service never stops, and 2010 was another great year in the call center history books. As we embark on a new year, let us take a moment and reflect on the good things we learned this past year, document our own lessons and those of others to insure that 2011 is the year we solidify our call centers as strategic weapons.
We bring you the top ten Customer Relationship Metrics Blog Recap List of 2010 and leave you with one to focus on, as we move into the New Year.
1. Can Free Speech Analytics Software Overcome the 3 Barriers to Adoption?
The need for Speech Analytics software in call centers is increasingly growing and yet barriers continue to impede the progress. By removing the cost of the software, CRM has lowered the barriers to adoption. Do not enter into 2011 without checking this blog first.
2. Listen to the voice of your customers when they say, “Get the Basics Right First”
Before jumping on the social media bandwagon, organizations must first master these four fundamentals of customer service.
3. Necessary Steps to Avoid Consumer Terrorism to Your Organization
So, what’s a major factor in long-term customer retention? Consistency. Use two consistency-focused best practices that create advocacy and avoid consumer terrorism.
To increase the value of the investment, be certain that the research is done the right way, and not only done for the sake of surveying customers.
Highlighted in Post-call IVR Surveying Best Practices Resources
While the work at home model is compelling for many reasons, this blog contains four things you must consider before deploying this call center initiative.
6. PITA Series
We start by defining what a PITA is, help you identify that you are in fact a “Pain in the You Know What” to your customers and then give four best practices on how to overcome those barriers to communication.
7. Can I trust that you’ll call back? Your integrity is on the line.
Before you as an organization take the Virtual Queue leap, you need to consider the health of your customer relationships. This will define your success.
8. The road to customer acquisition: paved with good intentions but undermines retention
It is just as important to cultivate the relationship with existing customers as it is to grab the attention of new customers. Best practices on how this can be achieved.
9. Three Reasons to Never Survey Customers in Real-time
A look into why you should participate in this growing trend…but not for the reasons you might think.
10. Self-serve: Cheap can be very expensive
In order for self-serve to ultimately benefit your organization, implementation must focus on activities that are simple and activities that your customers are likely to want to do for themselves.
…….and as we look into 2011, we remind you that it’s all about…
11. All-star Agents (and their secret game time strategy)
Four “MUST” practices from the Agent of the Year, Elite Customer Experience Award Winner on how to be the very best.
Happy New Year Everyone!
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