Connect with us

Finance

The Contact Center Ghosts of Past, Present, and Future: Part 3

Published

on

By Steve Forcum, Sales Engineer, Chief Evangelist, and Podcast Host for Avaya

In the final part of this 3-part series we are visited by the Ghost of Contact Centers, Future. It is time to ask ourselves—what actionable insights can be realized and implemented?

The potential to deliver a win/win/win for all parties involved is achievable, and the Ghost of Contact Centers Future arrives to remind us of one more improvement to make. 

Dickens called Scrooge “a tight-fisted hand at the grindstone” – sound familiar? The statistics used by most contact centers focus on operational efficiency rather than the experience. How many calls were handled per hour? How quickly were the calls answered? Even more critical, how quickly did the agent disconnect with the caller, regardless of whether the caller’s issue was resolved or not? These statistics, and the insight gained from their use, come from a bygone era – one where the bulk of calls to a contact center were transactional in nature and measuring operational efficiency made sense. In essence, analytics were used to measure how many proverbial bales of hay your agents harvested during their day processing calls.

In today’s contact center, we now know calls are more unique and complex. This means  operational efficiency could matter less than customer satisfaction with the resolution. The question then becomes: Are your analytics still measuring the bales of hay, or are you measuring how many needles were found in the haystacks? 

Next generation analytics, such as Net Promoter Score or Customer Effort Score, which focus on the customer rather than operational statistics, can be leveraged to gain actionable insights into your customers’ experiences with your brand. These insights can guide not only customer service but the entire business to greater success.

What became of Ebenezer Scrooge at the end of his journey? “I will live in the Past, the Present, and the Future. The spirits of all three shall strive within me,” he swore; “I will not shut out the lessons that they teach.” What call center lessons can your business put into practice? Place your customer’s experiences at the heart of any and all changes to operations. Deploy automation in a way that helps your customer achieve their objectives, not as one that gets in their way. Assist your employees with helping these customers in a more efficient way. Coach them to see that the contact center isn’t creating an army of evil robots that will take their jobs, but that instead, AI that helps make their jobs better. 

Understand that when an agent’s job becomes more efficient, it not only creates better customer outcomes while delivering operational efficiencies, it also increases the satisfaction they take in their work, so that they are more likely to stay. Happy customers + happy employees sound like a holiday recipe for a smooth – and profitable – end of year.

Consider once again the three ghosts that call upon Ebenezer Scrooge in the Charles Dickens’s classic, A Christmas Carol. Contact centers are being visited this Christmas season by the ghosts of the past, present, and future, giving them the insight they need to move forward toward a better tomorrow.

To learn more about automation and how Avaya can help, reach out to a sales representative today.

Original Article: cio.com

Finance

Biden: Federal Reserve Should ‘Recalibrate’ Policy As Prices Rise

Published

on

WASHINGTON – U.S. President Joe Biden on Wednesday said it was appropriate for the Federal Reserve to recalibrate the support it provides to the U.S. economy, in light of fast-rising prices and the strength of recovery.

‘Given the strength of our economy and recent price increases, it’s appropriate, as … Fed Chairman [Jerome] Powell has indicated, to recalibrate the support that is now necessary,’ Biden told a

Source: bignewsnetwork.com

Continue Reading

Finance

Sinema, Manchin Prove There’s Still a Long Way to Go

Published

on

The Black community owes a debt of gratitude to United States Senators Kyrsten Sinema and Joe Manchin. The dynamic duo have managed, by supporting the filibuster and crippling two major voting rights bills, to remind any of us who had any doubts or historic contextual misunderstandings that Martin Luther King Jr. Day is a day …

Original Source: azcapitoltimes.com

Continue Reading

Finance

Fields Holdings Adds Another Retail Center in SoCal

Published

on

It’s been a big day for retail real estate in Orange County, Calif.

Commercial Observer can first report that Fields Holdings has agreed to pay $28.8 million for Palm Center, a 92,950-square-foot, grocery-anchored shopping center in the city of Orange. This deal follows the $39.5 million sale of Gateway Center in Orange County, which was also announced today. Additionally, it was announced last week that L.A.-based Fields Holdings acquired the Brentwood Shopping Center in Los Angeles for $30 million.

Colliers announced the Palm Center deal and represented the seller, Corning Development. It’s the first change in ownership since it was developed in 1971.

“The seller was Australia-based, and this was their last owned asset in the U.S.,” said Colliers’ El Warner, who brokered the deal with Charley Simpson. “After our team generated 16 offers, the property was purchased by a Los Angeles-based investor who was in a 1031 exchange from the sale of an apartment property. The buyer plans on renovating the shopping center and holding the property long-term.”

Palm Center is located on 8.1 acres at 934–970 North Tustin Street. Albertsons has been the anchor tenant for more than 30 years. Other tenants include The UPS Store, O’Reilly Auto Parts, UFC Gym, Aqua-Tots Swim Schools and America’s Best Contacts & Eyeglasses. Colliers said the sale represents continued demand for quality retail properties with upside in booming U.S. markets. 

“Eleven billion dollars in retail traded hands across the U.S. in November of 2021, the highest level on record in the last decade,” Warner told CO in a statement. “Demand is robust as both 1031 exchanges increased and institutional capital returned into the retail investment space.” 

He added that the pandemic proved retail’s resiliency with increased buyer demand that significantly outpaced supply, creating cap rate compression and additional competition.

“Accelerated interest and limited supply have created an incredibly bullish market for retail moving into 2022,” he said. “Under the current economic conditions, property owners willing to market an asset will see a tremendous return. Legacy properties remain extremely attractive to buyers looking to capitalize on long-term yield.”

Gregory Cornfield can be reached at gcornfield@commercialobserver.com

Source Here: commercialobserver.com

Continue Reading

Trending

Top100Biz.com