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Bringing it Back to the Customer in 2017 - Abtran - ContactCenterWorld.com Blog

Bringing it Back to the Customer in 2017

Why delivering great service can often mean taking a step back for the Customer Operation.

New Year. Fresh start. Or is it? We all know that delivering great service is about focusing on the customer. But how often do we really take time-out to challenge why we do things a certain way? And is there a risk that by becoming too caught up in the detail, we could lose sight of the bigger picture?

In this blog post, Katie Tether, Abtran Consultant and Business Analysis Manager, explains why taking time to step back can often mean a big step forward for the customer as well as the bottom line.

Challenge the status quo

As we step into 2017, most Customer Operations will be working hard to deliver on their goals and putting in place the steps to achieve that. All too often, we can find ourselves becoming so consumed in the detail that it can be hard to see the world from the customer viewpoint. That’s why it’s important to regularly turn things on their head, challenge ourselves and look at the way the customer experiences your organisation from the outside-in.

All roads lead back to the customer

Today, most organisations are structured by function or by process. This can make it difficult to see things from the wider customer viewpoint. One tool that helps to connect around the bigger picture is Customer Journey Mapping (CJM). The customer journey is the complete sum of experiences that your customer goes through when interacting with your organisation or your brand. Instead of focusing in on individual touch points or stages of the journey, CJM enables you to look across the customer’s end-to-end service experience as a whole.

At Abtran, we spend a lot of time working with clients in highly competitive and regulated markets where the customer experience is often the biggest differentiator for the brand.

By working with stakeholders across Sales, Billing, Marketing, Operations and Customer Service, we’ve been able to step clients through the end-to-end customer journey. Here it’s about creating customer personas and scenarios to highlight what the customer wants and where they’re having a good or bad experience. It then becomes possible to remove inconsistencies, improve processes and bridge gaps across the end-to-end journey from onboarding through to registration, sales and renewal.

So if the customer isn’t having a good experience, CJM can highlight what improvements are needed across the business as a whole from channels, to technologies, to process and performance improvements.

Of course, for Customer Journey Mapping to be effective, it needs to be based on real customer feedback and data driven insights. When conducted regularly, CJM can also be a powerful enabler, helping us to see the bigger picture more clearly while bringing it back to the journeys that matter most to our clients, their customers and our brand.

About Katie

Source: http://abtran.com/bringing-it-back-to-the-customer-in-2017/

Publish Date: January 25, 2017 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
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

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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 technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844
 



View more from Abtran

Recent Blog Posts:
Bringing it Back to the Customer in 2017January 25, 2017 5:00 AM
When it Comes to Delivering Great Service – Change is the Only ConstantAugust 11, 2016 5:00 AM
‘Service Futures’ in UtilitiesMay 31, 2016 5:00 AM
Abtran Employee Journeys – Inspired!April 19, 2016 5:00 AM
Service through the regulatory lenseMarch 8, 2016 5:00 AM
Putting the Customer at the Centre of Technology DesignFebruary 9, 2016 5:00 AM
Empowering government services with data analyticsJanuary 12, 2016 5:00 AM
Part 2 – Scaling for the delivery of service excellenceDecember 10, 2015 5:00 AM
Scaling for the delivery of service excellenceNovember 17, 2015 5:00 AM
Abtran employee journeys – inspired!October 8, 2015 5:00 AM

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