The best links on contact center technology and the customer experience
by Heidi Miller, Chief Conversation Officer
What is new with contact center technology and the customer experience this month? Everything! From SIP trunking to call recording to new studies on customer experience statistics, we tracked down the best news and information on the world of call center tech and customer service trends to offer up key insights to you.
So sit back, grab a coffee an mull over our favorite call center articles of note this month:
- The Customer is Often Wrong One of our favorite customer service bloggers, Micah Solomon blogs for Forbes and often hits the nail on the head. In this article, he points out "the customer, being non-omniscient, is often wrong. But so are you" and offers a bit of perspective on dealing with situations in which the humans on both end of the conversation are just a teensy bit wrong.
- 14 Must-Read Stats that Emphasize the 2014 Customer Experience Imperative Even allowing for the fact that we are a bit stats-happy here at Spoken, these aggregated numbers are quite powerful. Our favorite: a 10% improvement in customer satisfaction scores can translate into more than $1 billion.
- Truths and Myths of SIP Trunking Keeping in mind that Spoken is a technology development shop and we like this stuff, we're excited that NoJitter is writing about these to clear the air! No, SIP isn't new. Yes, it's standardized (sort of). Yes, it offers cost savings and is widely available. No, there isn't a single model for implementation.
- SmartVoice Conference Analyzes Call Recording, Archiving Full disclosure: our CEO Howard Lee was on this panel, along with Khris Kendrick, director of business development at CounterPath and Paul Friedman, global director of SmartTAP at AudioCodes. Together, they addressed issues relating to call recording and archiving, including cloud-based call recording.
- People, Not Metrics, Are the Key to Successful Contact Centers We like this post because it's an oldie but a goodie: metrics are great, but the best contact centers have happy, engaged, empowered employees that feel they have a stake in the company. Those are the folks who provide the best customer service--and the metrics have little to do with it.