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Happy front-line team

A recent Harvard Business Review (HBR) survey revealed many companies view employee engagement as a key success factor. But less than half of firms tie engagement metrics to customer satisfaction or financial results. Even more disturbing: just 24 percent believed their workforce is highly engaged. This research underscores what many business leaders know. Many organizations[…]

2015 trends 2

Emerging technologies—mobile, advanced analytics, and more—are making their mark on field service operations. Without a doubt, today’s field organizations have unprecedented opportunities to transform how they do business and deliver better service to customers. As we move full steam ahead into 2015, what topics are most pressing to field service leaders? A recent survey of[…]

great customer experience

Today’s customers have unprecedented access to information. This empowers customers to make choices and shift loyalties rapidly. Business leaders are responding by intensifying their focus on delivering superior customer experiences. However, many brands are still in catch-up mode. Customers often encounter frustrating situations—such as being routed from agent to agent when they contact a call[…]

proactive customer contact

Forrester has highlighted proactive customer contact on their list of top 2015 customer service trends. However, this isn’t the first year that the analyst firm has focused attention on this important issue. In 2014, Forrester also emphasized that more customers expect to receive proactive outbound notifications. Yet, the firm’s research  revealed that just 29 percent[…]

employee engagement

The start of every new year unleashes a flood of lists and predictions for the 12 months ahead. And as 2015 gets underway, many brands are well aware that the time to take action to improve customer experiences is now. While buzz about big data and customer journeys abounds, some thought leaders are calling attention[…]

Front-line team

According to Deloitte research, more than 60 percent of enterprises view the customer experience their contact centers deliver as a competitive differentiator. Yet many companies still must take steps to operationalize this truth—or risk losing customers. Today, a single sub-par contact center interaction can result in an immediate customer defection. However, consumers are increasingly apt[…]

Multichannel customer contact

The latest statistics reveal that nearly 90 percent of the population of North America uses the Internet. In addition, consumer research indicates an estimated 64 percent of North Americans accessed the Internet via a smart phone in 2014. The message behind these numbers is clear. Companies must embrace multichannel customer contact today—or risk losing customers’[…]

Appointment reminders can cut patient no-shows

Healthcare is an expensive business. One preventable factor that often drives up costs for physicians and patients alike is appointment no-shows. According to the Medical Group Management Association (MGMA), the average practice experiences a 5-7% patient no-show rate. This can translate to thousands to millions of dollars of lost annual revenue—depending on the size of[…]

Three customer groups

The Net Promoter Score (NPS) earned widespread acclaim as an essential measure of customer satisfaction. In fact, some companies use NPS as the one and only barometer of customer experience. Part of the appeal of NPS is its simplicity. It aims to measure customer loyalty based on a single question: “how likely is it that[…]

woman-on-mobile

Every time you handle a customer concern, you should know that many of your customers are harboring negative feelings—but not saying a word. In fact, data from the White House Office of Consumer Affairs validated that there are 26 unhappy customers for each one who registers a formal concern. That means you likely hear from[…]