Recent research (published on CRMBuyer.com) with the Competitive Framework, interviews with end users and analysis by Aberdeen, the success of a contact center depends on a combination of empowering technology and focused enhancement of very specific capabilities.  In brief, the follow three factors have the greatest impact:

• Knowledge management
• Technology like analytics and monitoring
• Customer satisfaction measurement

See the full article and gain clearer insight into the findings here.

For many years companies have been using CSAT (customer satisfaction) survey scores as a way to gauge how they are doing in eyes of their customers. Most recently there was the introduction of Net Promoter^® Score, would you recommend our company to a friend or colleague? Many said this was the only question that you really needed to focus on and many companies did. What we have learned, however is that both these measurements could show positive results and you could still lose customers! continue reading…

If you view your customer service and contact center as an inevitable cost of doing business , you’ve apparently not been swayed by repeated studies that show:

• Satisfied customers spend more (with you).
• Dissatisfied customers not only spend elsewhere but spread negative word-of-mouth about your company.
• Consumers reward outstanding customer service with larger purchases, loyalty, and even a willingness to pay a premium.

Part of the problem may be that contact centers have historically tracked internal productivity measures that fail to show the value the center provides to the enterprise.

Today, metrics are more business-centric, capturing the Voice of the Customer—feedback on how well your products perform and how easy or difficult your organization is to do business with.

Today’s analytics produce new information and insights that can be used to improve processes, products, and performance, drive revenue, and build competitive differentiation in a highly competitive market.  Customer interaction data captured in your contact centers becomes  intelligence that can be acted on immediately.

You tell us:  What information would you like to capture in your call center that’s not currently being measured?  Please leave a comment and join the conversation.