Hurst reports that this practice elevated the customer save rate from The save fee rate the CSRs' ability to save customers' eligible fees increased from What's a save fee rate? In addition, agent attrition dropped 25 percent that first year, which Hurst attributes to placing CSRs in interactions that make them successful and ultimately earn them more money.

Customer Service: Matchmaking in the Call Center

Assurant is proof that assigning calls to agents based on a combination of specific customer characteristics and agent performance is effective in boosting sales and retaining customers and employees. While still in its infancy, the ability to match a customer with the agent who has the best chance of building a rapport with him has numerous benefits.

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In fact, according to Andrew Kokes, Sitel 's vice president of global product management, such in-depth agent-customer matching leads to improved sales, customer satisfaction, and shorter handle times. As a result, he sees growing interest among companies wanting to use what he calls intelligent pairing.

While its benefits are easily understood, finding the optimal match between caller and agent is an in-depth and evolving process based on both customer and agent characteristics that can range from gender and age to education and location. Kokes cautions that matching technology is not something a company can drop in and turn on. To get the agent information and to get the call outcome data, you need to pull from [various] systems and configure with those," he says.

Catch Matchmaking Review (Real Customer Praise, Complaints & Cost)

Karen Hardy, senior product marketing manager at Alcatel-Lucent , recommends developing a roll-out plan as the first step in creating a multivariable agent-customer matching program. According to Hardy, some companies that are finding success in their contact center matching strategies give online psychographic tests to agents, record interactions with customers, and combine that information with psychographic data to better understand and predict optimal matches. Toby Cook, customer analytics practice leader at IBM's global business services division, recommends analyzing historical customer data, as well as the performance of the CSR, when matching agents and customers.

Psychographic data can also be helpful in this process, but is not always necessary. When members calls UPMC's contact center, the Genesys system it uses automatically matches them with their personal concierge. Previous studies have shown that customer satisfaction plays a key role in the health and future success of any company. When customers are satisfied, they keep coming back to the same store and invite their friends to do The more other customers look and act like us, the more likely we are to stay loyal to a particular store or product, according to a groundbreaking study co-authored by a Michigan State University marketing expert.

A new study led by two Florida State University marketing professors finds that some frontline service employees who are rewarded for hikes in customer loyalty and satisfaction also may engage in "service sweethearting," Insensitive, disrespectful or rude behavior by employees is rampant in US workplaces, yet consumers fail to report the offending workers and instead take their business elsewhere, researchers report in the latest edition Companies that communicate their trust to employees will see superior sales and customer service performance, says a psychology researcher from Sauder School of Business at the University of British Columbia.

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Around 11, years ago, in what is now northeast Jordan, people began to live with dogs and may also have used them for hunting, according to a new study by archaeologists from the University of Copenhagen and University Hundreds of meters deep in the dark of the ocean, a shark glides toward what seems like a meal. It's kind of ugly, eel-like and not particularly meaty, but still probably food. So the shark strikes.