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As we kicked off the New Year, you are probably considering your employee engagement strategy for 2015. How will you motivate employees to do their best work in 2015? This year I’m advocating a focus on performance driven culture to engage employees and ultimately drive positive customer interactions this year. Organizations that emphasize performance driven culture regularly see an increase in CSAT of 10+ points AND lower cost of employee care by 10% – those are some lofty goals for 2015 but I promise with the right focus they are within reach.

“One of the strongest messages to come out from the research carried out for this report was the long term view that solution providers have of the integral role of customer contact analytics as an enabler and optimizer for other solutions. Many analytics vendors have a complete workforce optimization suite, and are constantly working to automate and integrate findings and actions from the analytics solution into their overall WFO suite.” - Inner Circle Guide to Customer Analytics

Often times the typical question with regard to performance improvement is, “What are my top agents doing my bottom performing agents or mediocre performing agents are not doing?”  Many Key Performance Indicators like quality scores, average handle time, average talk time, CSAT surveys along with other call center metrics take lead in determining the answer to that question. However, do you really KNOW what is being said in the calls and where in the calls determine top performers versus lower performers?

Donna Fluss is highly regarded as an expert on contact center, analytics and the back office. With 30 years of experience helping organizations build contact centers and back office operating environments, and assisting vendors to deliver competitive solutions, Fluss is a renowned speaker, author and source for industry and business publications. She can be reached at Donna.Fluss@dmgconsult.com.

The Story On December 17, 2014 a major US wireless carrier was sued by the Consumer Financial Protection Bureau (CFPB) for allowing unauthorized third-party charges to consumers.

Looking back over the past 2-6 years, it seems that the pace of change has been ramping up. Trends that would have taken years to set in are now assimilated in our lives in a matter of months.  We’ve taken the time to reflect back on the year that’s been, and take a guesstimate at what’s lying ahead for 2015 on the CX side of things. Also, we took this opportunity to engage with you – our trusted friends and colleagues – and crowdsource our 2015 predictions. We were delighted by the outpouring of ideas that came from CX professionals. Here, in a nutshell, are the 5 trends we came up with when we put our heads together.

With all the technology and innovation out there today and indisputably already in use by many, if not all, of your competitors, there’s no question that enhancing your customer’s experience has become a critical factor in ensuring your competitive edge.