Co-nexus Blog

Agent Training is a Never Ending Story in the Contact Center

Posted by Co-nexus Marketing on March 22, 2018

It’s often assumed that once an agent is trained during onboarding they are masters at what they do from then on. However, the best agents are the ones that are provided continuous learning, training and eventually work with teammates as mentors. Here are a few tips about agent training and how you can provide ongoing education within your contact center.

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Topics: Contact Center, Agent Training

View Webinar on 5 Methods for Building a Better Forecast in the Contact Center

Posted by Co-nexus Marketing on August 22, 2017

Co-nexus hosted a webinar on Five Methods for Building a Forecast. We will review five different types of forecasting and how to use them to best predict your future agent requirements. The webinar will include best practices, a live demo and a Q&A session.

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Topics: Contact Center, Workforce Management, Workforce Optimization, Forecasting

6 Rules for Inbound Contact Centers

Posted by Co-nexus Marketing on August 2, 2017

Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.

Here are six rules for inbound contact centers:

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Topics: Contact Center, Customer Experience, Workforce Management, Workforce Optimization

Are You Properly Managing Your Workforce in the Contact Center?

Posted by Co-nexus Marketing on July 17, 2017

Workforce management is a struggle for many contact centers due to high turnover, attrition, shrinkage and agent adherence to schedules.

Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program:

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Topics: Contact Center, Workforce Management, Workforce Optimization

View Webinar on Best Practices in Quality Monitoring

Posted by Co-nexus Marketing on June 30, 2017

Co-nexus recently hosted a webinar on quality monitoring best practices. We recorded it to share with you at your own leisure. The webinar covers how to improve quality monitoring within your contact center. It discusses various ways agents are monitored, and their benefits. After a brief overview we also demonstrated using CXM's software how automated workflows enhance the monitoring process.

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Topics: Contact Center, Quality Monitoring, Performance Evaluation

Developing a Digital Customer Experience Strategy

Posted by Co-nexus Marketing on June 14, 2017
Today's customer is more tech savvy and mobile than ever. If you aren't embrace technology within your contact center, your competition might be. We've been discussing more and more over the past few weeks about the omnichannel experience and digital transformation. Today we wanted to give you a strategy checklist to help you begin transitioning into building your digital strategy. The handout lists a few ways digital transformation can impact your business, employees and customers. You can download it here or click ont the picture. If you want to learn more, reach out to us for a quick technology assesment.
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Topics: Contact Center, Customer Experience, Customer Service, Digital Transformation

Upcoming Webinar on Thursday June 22nd on Best Practices in Monitoring Agents

Posted by Co-nexus Marketing on June 12, 2017

Co-nexus is hosting an upcoming webinar for June 22nd at 11:00am-12:00pm CST on how to improve quality monitoring within your contact center. We will cover a few best practices, share a live demo and host a Q&A session. Hurry and register today!

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Topics: Contact Center, Quality Monitoring, Performance Evaluation, Webinar

What is Omni-channel?

Posted by Co-nexus Marketing on May 19, 2017

Are you interested in learning more about Omni-channel contact centers? Are you not sure where to begin? Check out our new downloadable to give you a plan on how to make your quality monitoring system better.

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Topics: Contact Center, Omni-channel

5 Steps to Improve Call Quality Monitoring

Posted by Co-nexus Marketing on May 17, 2017

Are you interested in improving workflows and processes within your contact center? Are you not sure where to begin? Check out our new downloadable to give you a plan on how to make your quality monitoring system better.

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Topics: Contact Center

5 Things Your Competition is Doing in the Contact Center

Posted by Co-nexus Marketing on May 10, 2017
Contact center and the customer journey is changing. If you are not on the forefront of that change, you may end up losing your customers to your competitors. Here are five things your competition might be doingto win over your clients:
  1. Are you using live chat? If customers go to your webpage, do they have the ability to ask a quick question using a chat function? If not, you need to consider enabling this. According to a Forrester report, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. Furthermore, the average online chat resolution is 42 seconds. That gives your customers the answers they need in less time which frees up your agents to handle more customer inquiries.
  2. Have you enabled omnichannel features? Can a customer email you, and easily switch to a voice call while maintain the conversation and recording the interaction? Customers these days want to reach out to you using a variety of methods, but sometimes a call is necessary later on in the process.
  3. Can you customers utilize self-service features? Customers continue to turn to Web self-service, mobile apps, and visual IVRs instead of phone calls. Think about how much mobile apps have influenced self-service for the banking industry. Now you can easily transfer funds with the click of a button instead of making a call or going into the bank.
  4. Can your agents work from home? Give your agents the ability to work from home to reduce overhead and over-turn. Agents no longer spend time traveling to and from and office because they have the tools to service customers remotely.
  5. How is your organization utilizing social media to drive customer loyalty? In 2012, Gartner made a bold statement about social media customer service. “Organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic expectation that they will respond to emails and phone calls.” Five years later we are seeing shift from gaining new customers and marketing to responding to current customer service needs through social media

Want to learn more about ways your competition is increasing customer service within their contact center? We have a whitepaper you can download with more ways you can improve your contact center. 

 

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Topics: Contact Center, Customer Experience, Customer Service

We offer a full range of products and services, including a comprehensive suite of voice products, data networking solutions, managed services and cloud services. Co-nexus recognizes business needs vary and finding the right technology solution is only one part of the equation. Combining the technology with the proper design, implementation and ongoing support gives our clients the best possible return on their investment.

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