TMCnet Voice of the Customer Week in Review

By Tracey E. SchelmeticTMCnet Contributor
Share

It's the end of another week, and time to quickly observe the week's wrap-up of the happening in voice of the customer news.

In order to enhance the customer experience and help users gain insight into customer feedback, NICE has integrated its Interaction Management platform with its Fizzback real-time customer feedback solution. The combined power of the solutions helps users draw a parallel between voice interactions with live individual feedback. Contact centers process thousands of calls, emails and online chat sessions with customers each day and analyzing the interactions can ascertain the likes and dislikes of each one. NICE asserted that it offers a cross-channel analytics platform enabling companies to transform the valuable yet hidden information in customer interactions into real results.

If you're like most companies, you'd like to provide your customers with the best online customer service possible. But it's easier said than done: there is a plethora of technologies, functionalities, services and variations...enough to make your head spin, and it seems like getting the combination just right is a Herculean effort. Practical E-Commerce is offering a number of tips for companies looking for that “perfect storm” of technologies and services that will delight customers, making your site more “sticky” and attracting first-time customers become loyal company promoters. While some of the tips seem obvious and intuitive, too many companies fall down on providing them, believing them to be “too much trouble.”

Today's contact centers involve a sea of information that must be captured, processed, and distributed on a daily basis. Effective use of this information enables companies to remain competitive in an increasingly aggressive and customer-centric marketplace. An overwhelming percentage of the information that circulates in a contact center — audio recordings, documents, web pages, and e-mails — is unstructured in that it resides outside of a normal structured database and cannot be managed efficiently. These unstructured items contain valuable information, yet this information historically has been difficult to organize, categorize and access.

Call centers have relied on call recording for years to protect quality of service, promote agent coaching and even adhere to industry regulations. Many of the same benefits can be extended to a variety of industries, especially when call recording is leveraged in the cloud. When the business has a number of different locations, hosted call recording may be a viable fit. An SBC Online piece this week recapped the value of the hosted call recording solution as it delivers multiple features and eliminates the up-front costs generally associated with new telephony integrations.

That's all for this week for voice of the customer news. Enjoy the weekend!

› Return to Voice of the Customer Home


View the Original article