Companies See Payoffs in New Approaches to Technical Support [Full Article]

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Businesses are lowering costs and accelerating customer service levels with innovative solutions.

“You get what you pay for” is an adage with a sour connotation. It implies that by skimping on price, one also sacrifices quality, an allegation that applies as much to goods as it does to customer service. However, new strategic and technology-based approaches are dispelling this long-held belief, proving that a good customer experience isn’t always associated with a high cost. Companies that face increasing competitive pressures must take steps to elevate the client experience or risk jeopardizing what may be the only real differentiator that exists between them and their competitors. And they can do so without breaking the bank.

Many organizations are finding that the best approach to customer service is one that reduces their dependence on manual processes in favor of technologies that empower customers to proactively solve their technical and operational issues, reducing expenses. A growing number of high-tech firms are focusing on creating a rounded service core competency: providing live, highly qualified support personnel assisted by proprietary technologies that help enhance the customer experience.

Progressive organizations are laying the groundwork to deliver the best client experience possible by developing a new generation of tools to assist technical support staff. This toolset includes applications to improve front-end client interactions, such as an online self-service platform that enables customers to address many technical issues on their own, saving time and freeing live technical support personnel to focus on complex cases.

Analytical Tools Support Human Interactions

Companies looking to further improve support services can do so with analytics-based software. These tools can identify and eliminate exceptions, or undesirable customer support events. One example is when a client’s technical issue is not resolved on the first instance, forcing support staff to “reopen” the case.

By tracking events such as this, an application can automatically trigger an outbound call to the customer to assure him that the company is aware of the problem and that a more aggressive solution is being applied. Monitoring all activity, the tool generates a monthly report with analytics to help managers determine why exceptions are occurring. With this data, the company can formulate a strategy to limit these events, perhaps by increasing staff training or debugging faulty software.

Promoting Efficient Client Interactions

Another tool helping to promote high customer service levels without requiring additional support staff is a 24/7 communications “hub” that lets clients interact with their solutions provider electronically. This allows for activities such as inquiring about the status of an outstanding technical support issue. A hub can also serve as a platform for hosting online training sessions or conducting informational Webinars. In fact, Emdeon reports that 95 percent of its support case activity is generated through its electronic 24/7 tool, which not only provides an improved customer experience, but also generates cost savings that can be reinvested into other service tools and resources.

Technology firms are also benefiting from applications that track satisfaction levels by allowing customers to rate how pleased they were with their technical support experience. Utilizing scorecards and dashboards, customer service managers have access to daily, weekly, and monthly performance data that can be turned into strategic improvement-enhancing decisions.

Competition among high-tech companies is fierce. Without the highest levels of customer service, firms risk losing their best clients and their reputations as well. More and more organizations today are leveraging technology to improve client support activities without exposing themselves to additional personnel costs. Those that do are seeing fewer inbound support requests, a rise in client approval rates, improved staff availability for complex service issues, lower staffing expenditures, and greater employee satisfaction.

Chris Meffe is senior vice president of strategic partnerships for Emdeon, overseeing strategy, operations, service, support, and sales for channel partner customers.

Epic mini logo 50x50EPIC Response lowers the cost of customer engagement while bolstering contact center performance.

Just as the customer engagement industry is getting serious about how to serve the on-the-go customer who uses social media and portable computing tools, a new consulting firm has emerged with a lean-forward perspective: EPIC Response will serve clients who want more productivity from their in-house call centers as well as third party outsourcers who need help with operational and technological optimization.

 The customer engagement professionals at EPIC Connections and EPIC Response are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions below. You’ll receive a timely response, guaranteed.

Contact us today!

Companies See Payoffs in New Approaches to Technical Support [Part 2 of 2]

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This entry is part 2 of 2 in the series Companies See Payoffs in New Approaches to Technical Support

Businesses are lowering costs and accelerating customer service levels with innovative solutions.

By  | destinationCRM.com (continued)

Promoting Efficient Client Interactions

Another tool helping to promote high customer service levels without requiring additional support staff is a 24/7 communications “hub” that lets clients interact with their solutions provider electronically. This allows for activities such as inquiring about the status of an outstanding technical support issue. A hub can also serve as a platform for hosting online training sessions or conducting informational Webinars. In fact, Emdeon reports that 95 percent of its support case activity is generated through its electronic 24/7 tool, which not only provides an improved customer experience, but also generates cost savings that can be reinvested into other service tools and resources.

Technology firms are also benefiting from applications that track satisfaction levels by allowing customers to rate how pleased they were with their technical support experience. Utilizing scorecards and dashboards, customer service managers have access to daily, weekly, and monthly performance data that can be turned into strategic improvement-enhancing decisions.

Competition among high-tech companies is fierce. Without the highest levels of customer service, firms risk losing their best clients and their reputations as well. More and more organizations today are leveraging technology to improve client support activities without exposing themselves to additional personnel costs. Those that do are seeing fewer inbound support requests, a rise in client approval rates, improved staff availability for complex service issues, lower staffing expenditures, and greater employee satisfaction.

Chris Meffe is senior vice president of strategic partnerships for Emdeon, overseeing strategy, operations, service, support, and sales for channel partner customers.

Epic mini logo 50x50EPIC Response lowers the cost of customer engagement while bolstering contact center performance.

Just as the customer engagement industry is getting serious about how to serve the on-the-go customer who uses social media and portable computing tools, a new consulting firm has emerged with a lean-forward perspective: EPIC Response will serve clients who want more productivity from their in-house call centers as well as third party outsourcers who need help with operational and technological optimization.

 The customer engagement professionals at EPIC Connections and EPIC Response are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions below. You’ll receive a timely response, guaranteed.

Contact us today!

Veterans Job Fair Wednesday, May 15th

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OmahaJobs.com Job Fair - May 15, 2013 – Metropolitan Community College South Campus -10am-2pm-27th & Q Street

Job Fair Print Section Can Be Found In This Weeks Reader that can be found at over 600 locations FREE in Omaha including Hy-Vee’s and Bakers.  This section will also be handed out at the job fair.

Beat the lines and Register today for VIP entry into OmahaJobs.com 2nd annual Veterans job fair in partnership with the Military and Veteran Support Services of Metropolitan Community College!

This job fair is open to the general public.  There is no requirement to be a veteran to attend. We encourage anyone looking for a job to attend!  It’s Free!  Get your job today!

Expect 30 plus employers as well as Military Support Organizations available onsite at the South Campus for Veterans, list soon coming…….

The Job Fair will be held on Wednesday, May 15, 2013 from 10am-2pm at Metropolitan Community College South Campus.

Workshops will be hosted during the duration of the job fair.

MCC Student Vetrans of America Chapter donating Dairy Queen Blizzards to Veteran attendies while supplies last during the job fair.

 

Employers NOW HIRING and participating as of May 6, 2013.  Here’s a complete list as of today:

Companies See Payoffs in New Approaches to Technical Support [Part 1 of 2]

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This entry is part 1 of 2 in the series Companies See Payoffs in New Approaches to Technical Support

Businesses are lowering costs and accelerating customer service levels with innovative solutions.

“You get what you pay for” is an adage with a sour connotation. It implies that by skimping on price, one also sacrifices quality, an allegation that applies as much to goods as it does to customer service. However, new strategic and technology-based approaches are dispelling this long-held belief, proving that a good customer experience isn’t always associated with a high cost. Companies that face increasing competitive pressures must take steps to elevate the client experience or risk jeopardizing what may be the only real differentiator that exists between them and their competitors. And they can do so without breaking the bank.

Many organizations are finding that the best approach to customer service is one that reduces their dependence on manual processes in favor of technologies that empower customers to proactively solve their technical and operational issues, reducing expenses. A growing number of high-tech firms are focusing on creating a rounded service core competency: providing live, highly qualified support personnel assisted by proprietary technologies that help enhance the customer experience.

Progressive organizations are laying the groundwork to deliver the best client experience possible by developing a new generation of tools to assist technical support staff. This toolset includes applications to improve front-end client interactions, such as an online self-service platform that enables customers to address many technical issues on their own, saving time and freeing live technical support personnel to focus on complex cases.

Analytical Tools Support Human Interactions

Companies looking to further improve support services can do so with analytics-based software. These tools can identify and eliminate exceptions, or undesirable customer support events. One example is when a client’s technical issue is not resolved on the first instance, forcing support staff to “reopen” the case.

By tracking events such as this, an application can automatically trigger an outbound call to the customer to assure him that the company is aware of the problem and that a more aggressive solution is being applied. Monitoring all activity, the tool generates a monthly report with analytics to help managers determine why exceptions are occurring. With this data, the company can formulate a strategy to limit these events, perhaps by increasing staff training or debugging faulty software.

Caesars Palace Information For Call Center Week

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Here’s a quick list of “essentials”:

Internet:
All hotel guestrooms now offer high-speed internet connectivity. Wi-fi is also available in all towers except the Roman Tower. There is a charge of $14.99 for 24 hours for in-room only and $24.99 for 24 hours which includes in-room plus hotel common areas

GOLF
Caesars Entertainment owns two world renowned golf courses. Cascata Golf Club
www.cascatagolf.com 702-294-2005 Rio Secco Golf Club
www.riosecco.net 702-777-2400 For more information and individual reservations please call the Concierge Desk at 702-731-7266. For group reservations for 15 people or more, please contact your Catering/Convention Services Manager.

Transportation/Parking

RENTAL CAR
Hertz Rental Car has a location in Caesars Palace located next to Rao’s Restaurant and the Café Lago Buffet. Hours of operation are 7:00am to 5:00pm seven days a week. For more information please call 702-731-1654 or visit the Hertz website: www.hertz.com.

LIMOUSINE SERVICES
Limousine services to and from the airport and throughout the city are available. The current rates are: $60.00 per hour, $65.00 from McCarran International Airport. To request a limo, please contact the Concierge Desk at (702) 731-7266 or extension 7266 (within the hotel). For group transfers, please contact your Catering/Conference Services Manager

PARKING
Complimentary Valet and Self Parking are available for all hotel guests. All parking is first come, first serve, and based on availability. Our garages are open 24 hours and are always staffed and Security monitored. If your convention will be having out-of-state production company tractor trailers making a delivery to Caesars Palace, please note that we do not have parking facilities for these trailers on property. Please communicate with your Catering/Convention Services Manager if arrangements need to be made.

BUSINESS CENTER 
The Business Center is located on the Casino Level of the Palace Tower. Their hours of operation are daily from 7am – 7pm.

The Business Center offers a wide variety of services. Please refer to Business Center Services Menu for details. If you need to send a facsimile to a hotel guest please send to fax 702-866-1700. For further information, contact the Business Center at 702-866-1100 or extension 1100 (within the hotel). All Business Center charges may be paid by cash, credit card, charged to the guestroom or master account (with authorized signer approval)

RETAIL SHOPPING At Caesars Palace, you will find more than 120 shops in two elegant settings. The Forum Shops and Appian Way house the world’s best designers of men’s and women’s fashion, accessories, furnishings, dining and so much more. With over 100 stores, restaurants and attractions the Forum Shops at Caesarsprovides you with bountiful selections to spark the entire family’s interest. Hours of operations for the Forum Shops are Sunday through Thursday from 10:00am-11:00pm and Friday through Saturday 10:00am-12:00am

We look forward to meeting you next month.  Any questions or concerns, please let us know.

Contact EPIC Connections

The customer engagement professionals at EPIC Connections and EPIC Response are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions below. You’ll receive a timely response, guaranteed.

General phone number: 402-884-4700
General email address: info@epicconnections.com

When in Vegas…

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Attending the upcoming “Call Center Week” event in Las Vegas this June?  Need an idea of what to do outside of Caesars Palace?  Here’s a few ideas and a link to the list of shows/events in and around Las Vegas during the week of 10 – 14 June.

Cirque du Soleil’s LOVE is a psychedelic journey through the trends and politics of the ’60s and most importantly, The Beatles.Location: Mirage
The avant-garde Blue Man Group combines theatrics, art, music and science to create an interactive, wild and percussion-driven experience full of humor and energy.Location: Monte Carlo Hotel & Casino
VEGAS! THE SHOW tells the story of the most influential and exciting entertainers who made Vegas what it is today, the Entertainment Capital of the World.Location: Planet Hollywood

CallCenterAgenda

 

Don’t have a copy of the Call Center Week Agenda yet?  You can download one from their website here.

 

EPIC Response lowers the cost of customer engagement while bolstering contact center performance.

Just as the customer engagement industry is getting serious about how to serve the on-the-go customer who uses social media and portable computing tools, a new consulting firm has emerged with a lean-forward perspective: EPIC Response will serve clients who want more productivity from their in-house call centers as well as third party outsourcers who need help with operational and technological optimization.

 The customer engagement professionals at EPIC Connections and EPIC Response are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions below. You’ll receive a timely response, guaranteed.

Contact us today!

14th Annual Call Center Week – What to expect this year

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Driving Business Value: Transforming Culture & Excelling in the Multi-Channel, Socially Interwoven Customer Environment

Welcome to the largest, most comprehensive call center events in the world. The 2012

Call Center Week was the largest in its event history. Over 1,200 customer-focused executives came together to discuss executing innovation in a multi-channel environment. Join us in Vegas and find out how to play an even bigger role in the success of your company as you position the customer experience as a strategic business driver.

What to expect this year?

  • Two Master Classes led by Ritz-Carlton Leadership Center, Blinds.com
  • Six Workshops led by top solution providers
  • Five New Tracks
    • Track A: Transformational Leadership
    • Track B: Breakthrough Tools & Technology
    • Track C: Data-Driven Insights & Analytics
    • Track D: Achieving Peak Performance
    • Track E: Customer Experience Excellence
  • Call Center Excellence Awards Ceremony
  • Two Site Tours: Zappos.com and Caesars Entertainment
  • Global Focus Day
  • Nine Moderated Roundtable Discussions
  • Customer Management IQ Live Interviews in Expo Hall
  • Live Demo Drive in Expo Hall
  • 99.9% New Speaker Faculty
  • Tech Discovery Zone

Epic mini logo 50x50Contact us before registering for Call Center Week for a 30% discount coupon.

http://www.callcenterweek.com/

Look to Customer Experience Data to Solve Business Problems [Full Article]

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Less consumer effort results in higher satisfaction.

Posted Mar 29, 2013 destinationCRM.com

Without customers, you don’t have a business. But determining how to make your customers happy and solve their problems has become more complex than ever. There are multiple communication channels to monitor and social media outlets beyond your control. Customers can easily bounce to competitors if they’re dissatisfied.

To stay on top in a competitive marketplace, businesses must be on the front line of understanding the customer experience. More and more, they are recognizing that staying close to customers and providing efficient customer service makes good economic sense.

That’s one key reason smart businesses are embracing programs that capture, measure, and analyze consumer sentiment, emotion, and behavior.

Using speech, text, and context analytics across channels, customer intelligence technology and analysis can gauge the quality of customer interactions for specific tasks, such as paying bills, signing up for service, making changes to an account, or seeking technical help.

Once they have that information, companies can pinpoint problems and logjams. For example, a customer may go online to claim a refund or credit. But the online system is missing a crucial function. The customer is asked to provide a copy of the bill, but the online form does not have an attachment feature.

Be sure to join us on Facebook, Twitter,
YouTube, and Linked in.

 

When gaps and errors in systems are identified, companies can develop solutions to increase efficiency and ease of use, reduce customer effort, and improve service. The less effort the customer has to expend, the better for the company. The cost to serve the customer decreases, satisfaction and retention levels are higher, and word of mouth, both in real life and on digital platforms, is much more positive.

Further, direct and reliable feedback on customers can help companies gain insights about their competitive position, advantages, and threats. Alerted by a surge of people calling to cancel their account, a company may learn that a competitor has begun offering an identical or similar service for a lower price or is adding incentives. That could spur a price change or the development of a new product with better features.

Companies also have the opportunity to learn about an unfilled marketplace demand and respond with a profitable product or service. In general, customer intelligence programs can be very helpful in uncovering ways to raise revenue.

The power of a customer intelligence program comes from its ability to provide an aggregated, unified, objective perspective across multiple channels, including call, Web, live chat, email, self-serve, social media, and customer surveys.

This big-picture view is essential. Without full-universe reporting, companies may put too much emphasis on social media feedback, for example, where dissatisfied customers tend to be disproportionately represented.

The unified perspective also provides important insight into how each channel is functioning on its own, how the channels are functioning in concert, and where any deficiencies lie.

For instance, a customer may spend a considerable amount of time on live chat trying to resolve a problem. After the problem is fully explained, the customer may learn that the live chat channel is limited; the problem can’t be solved at that level and the only option is to call customer service. Not being able to solve the problem quickly using the channel of their choice is frustrating for customers.

It’s also not a good scenario for the business, which has spent money to put in place multiple channels, including live chat, and, in the end, the customer uses the most expensive option—live customer service.

Sometimes the solution is simple. In one instance, a company found that customers searching for a particular topic on a troubleshooting menu needed to click through multiple pages to get to the information they needed. Some customers didn’t understand the Web site navigation. Others weren’t willing to make the effort. The result was that some customers gave up in frustration and turned to a second or third channel to get the help they needed.

In this case, the problem could be solved with a few actions that weren’t difficult to implement: restructuring the Web site so fewer clicks were required to get to the desired page, putting troubleshooting topics for all products on one page, and replacing some text with illustrations to reduce confusion.

Clearly, customer intelligence is a win-win for everyone involved. However, it’s challenging work requiring specialized technology, sophisticated skills, and resources that many businesses don’t have. Some may try to develop the expertise on their own while others look to vendors that specialize in customer intelligence programs.

What’s clear is that customer intelligence will only grow in importance and evolve as a significant competitive advantage that is well worth the expense and the effort. Companies that make the necessary investment will gain the strategic blueprint they need to help boost their bottom line.

Bhupendra Gupta is the senior vice president for process excellence and service quality at Firstsource Solutions.

EPIC Response lowers the cost of customer engagement while bolstering contact center performance.

Just as the customer engagement industry is getting serious about how to serve the on-the-go customer who uses social media and portable computing tools, a new consulting firm has emerged with a lean-forward perspective: EPIC Response will serve clients who want more productivity from their in-house call centers as well as third party outsourcers who need help with operational and technological optimization.

 The customer engagement professionals at EPIC Connections and EPIC Response are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions below. You’ll receive a timely response, guaranteed.

Contact us today!

Look to Customer Experience Data to Solve Business Problems [Part 2 of 2]

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This entry is part 2 of 2 in the series Look to Customer Experience Data to Solve Business Problems

Today we’re posting installment two of this article.  Friday we’ll publish the article in it’s entirety.

Contact EPIC

The customer experience professionals at EPIC are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions on the contact page. You’ll receive a timely response, guaranteed.

General phone number: 402-884-4700
General email address: info@epicconnections.com

When gaps and errors in systems are identified, companies can develop solutions to increase efficiency and ease of use, reduce customer effort, and improve service. The less effort the customer has to expend, the better for the company. The cost to serve the customer decreases, satisfaction and retention levels are higher, and word of mouth, both in real life and on digital platforms, is much more positive.

Further, direct and reliable feedback on customers can help companies gain insights about their competitive position, advantages, and threats. Alerted by a surge of people calling to cancel their account, a company may learn that a competitor has begun offering an identical or similar service for a lower price or is adding incentives. That could spur a price change or the development of a new product with better features.

Companies also have the opportunity to learn about an unfilled marketplace demand and respond with a profitable product or service. In general, customer intelligence programs can be very helpful in uncovering ways to raise revenue.

The power of a customer intelligence program comes from its ability to provide an aggregated, unified, objective perspective across multiple channels, including call, Web, live chat, email, self-serve, social media, and customer surveys.

This big-picture view is essential. Without full-universe reporting, companies may put too much emphasis on social media feedback, for example, where dissatisfied customers tend to be disproportionately represented.

The unified perspective also provides important insight into how each channel is functioning on its own, how the channels are functioning in concert, and where any deficiencies lie.

For instance, a customer may spend a considerable amount of time on live chat trying to resolve a problem. After the problem is fully explained, the customer may learn that the live chat channel is limited; the problem can’t be solved at that level and the only option is to call customer service. Not being able to solve the problem quickly using the channel of their choice is frustrating for customers.

It’s also not a good scenario for the business, which has spent money to put in place multiple channels, including live chat, and, in the end, the customer uses the most expensive option—live customer service.

Sometimes the solution is simple. In one instance, a company found that customers searching for a particular topic on a troubleshooting menu needed to click through multiple pages to get to the information they needed. Some customers didn’t understand the Web site navigation. Others weren’t willing to make the effort. The result was that some customers gave up in frustration and turned to a second or third channel to get the help they needed.

In this case, the problem could be solved with a few actions that weren’t difficult to implement: restructuring the Web site so fewer clicks were required to get to the desired page, putting troubleshooting topics for all products on one page, and replacing some text with illustrations to reduce confusion.

Clearly, customer intelligence is a win-win for everyone involved. However, it’s challenging work requiring specialized technology, sophisticated skills, and resources that many businesses don’t have. Some may try to develop the expertise on their own while others look to vendors that specialize in customer intelligence programs.

What’s clear is that customer intelligence will only grow in importance and evolve as a significant competitive advantage that is well worth the expense and the effort. Companies that make the necessary investment will gain the strategic blueprint they need to help boost their bottom line.

Bhupendra Gupta is the senior vice president for process excellence and service quality at Firstsource Solutions.

EPIC Response lowers the cost of customer engagement while bolstering contact center performance.

Just as the customer engagement industry is getting serious about how to serve the on-the-go customer who uses social media and portable computing tools, a new consulting firm has emerged with a lean-forward perspective: EPIC Response will serve clients who want more productivity from their in-house call centers as well as third party outsourcers who need help with operational and technological optimization.

 The customer engagement professionals at EPIC Connections and EPIC Response are eager to discuss your challenges and opportunities. Contact each EPIC executive individually using the phone extensions below. You’ll receive a timely response, guaranteed.

Contact us today!