The Formula for Success: Improved Quality = Lower Costs and Higher Revenue
There is a lot than can (and is) being said about Sprint’s service turnaround, but here are some of the most significant lessons learned:
- It is possible to change and improve the service culture of a company, but this process must start at the top and be supported by all employees.
- Service quality matters during every step of the process.
- It is essential to track and measure what happens to customers and prospects during every touch point in the customer journey.
- Companies must look at the service experience from the perspective of customers, who see the company as one organization and do not care which department is to blame.
- Employees should be rewarded and recognized for doing the right things.
- Investments should be made that enhance quality and the customer experience while improving productivity and reducing operating costs.
- Outstanding service and support will reduce customer and agent attrition.
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Ask the Experts
What exactly is “big data”?
“Big data” is a popular catchphrase that is being used in the market to describe the vast amounts of structured and unstructured data generated, captured and stored by a specific business activity. The term first became popular in the context of the massive amount of information collected by websites. However, “big data” also clearly applies to the volumes of data generated and collected by contact center systems.
Contact centers are among the primary generators of “big data” in most companies because of the huge amount of structured and unstructured information that passes through them on a daily basis via, phone, email, chat, short message service (SMS), social media, Web forms, self-service applications, surveys, social media, etc. Call detail records (CDRs), which refers to the data captured by contact center infrastructure solutions (automatic call distributors (ACDs) and dialers), include transaction-level information about everything a customer or prospect does during their interaction, from the nanosecond their interaction arrives at an organization, to the steps taken in the self-service interactive voice response system, through the agent experience (if applicable), noting when a caller is put on hold or transferred, until the call or interaction ends. Once referred to as cradle-to-grave tracking and reporting, in today’s world, CDRs are “big data.”
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.