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The CX Journey is Always Personal – Make it Urgent - 24-7 Intouch - ContactCenterWorld.com Blog

The CX Journey is Always Personal – Make it Urgent

70% of buying experiences are based on how the customer feels they are being treated” – McKinsey and Company Consumer Report

Simply stated, but a strong statement. Regardless of what your surveys and data tell you, insight into the customer experience is based on their personal sentiment, information that may not be accurately captured in any report.

The true customer journey is prompted by the behaviours, preferences and tendencies of individuals. Everyone’s different. It’s true that technology enables us to communicate in different ways, but my perception of a great experience can be completely different than yours. One size does not fit all, two customers experiencing the same service from a company may feel different about that experience.

This is where we are today. Companies are doing a good job collecting customer feedback and consistently improving their processes. Unfortunately, that may not tell the entire story as people have different preferences. In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. (Kate Leggett, Forrester Research Navigate the Future of Customer Service in 2014)

PERSONALIZING EXPERIENCES

  • Make it easy and seamless.
  • Cut down repetition.
  • Make the customer journey short, but leave an impression.
  • Humanize every interaction and go out of your way to help as if they are your childhood friends.
  • Know what they prefer and cater to them.

 

I never frequently phone or text one of my best friends Joshua to give him an update on what’s going on with me. On the other hand, I’ll shoot texts to my other friends randomly as things come up in real time. I know my audience and don’t bother reaching to certain people in ways that are annoying to them. Additionally, if I’m having a texting back and forth with a friend to the point it gets too complicated, I’ll often just dial them on my cell to continue the conversation. Imagine how annoying it would be if I had to recap every single thing we talked about over text.

This is something that all companies need to address. According to a Forrester Wave Customer Service report, “The Majority of businesses are unable to support an omni-channel customer journey. Only 12% can provide a seamless hand-off between channels” – Forrester Wave Customer Service Report

THE URGENCY IS NOW

The customer of 2020 will be more informed and in charge of the experience they receive. They will expect companies to know their individual needs and personalize the experience. Immediate resolution will not be fast enough as customers will expect companies to proactively address their current and future needs.– Customers 2020 Report

Accelerate plans to add personalization now. A crucial step to make this work properly is to ensure the right data is available to profile customers. Once you layer the right insights, you then need to figure out how to identify your customers so you can provide the white-glove service they expect.

This is not an overnight task. So plan accordingly, and start strategizing now!

Source: http://www.24-7intouch.com/blog/index.php/2016/04/the-cx-journey-is-always-personal-make-it-urgent/

Publish Date: April 8, 2016 5:00 AM


2020 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

10.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 



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