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If You Think The Telephone Is Outdated, Think Again - Answer-4u - ContactCenterWorld.com Blog

If You Think The Telephone Is Outdated, Think Again

In 2017, you couldn’t really be blamed for sometimes thinking that the telephone is no longer a relevant means of communicating with your customers. After all, we are constantly pushed to engage in other means, chatbots, social media, and messaging to name but a few.

The team at Answer-4u are all for adapting their method and implementing new and improved means of communication, but with new research coming out all the time hailing the telephone as not only relevant, but pivotal, we feel justified in sticking to our guns when we say the telephone should be the crux of your business.

Research shows that the question shouldn’t be ‘how useful is having a customer line for my business?’ but rather ‘what really makes a difference to my customer when it comes to our call handling?’


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Here’s some more compelling research that’s come out in the last few months.

Service With A Smile

The old adage of catching more flies with honey seems to be what customer service comes back to time and time again and never more so than when we’re discussing the subject of telephone communication. Latest research by Clutch has not only revealed that actual human interaction is still highly important to most people (21% of people surveyed) but that the next most important thing is friendliness (19 % of people surveyed).

(Source: Clutch 2017)

As we said, the question of having a customer phone line shouldn’t really be the problem any more, but the quality of the person representing your company is the crux and one every business needs to focus on.

Knowing Why People Call Is Key

Clutch also discovered during their survey that one of the most common reasons for calling is for scheduling appointments (54%) whilst the least common reason is getting help in making a purchase (3%). Knowing what to expect from customer calls is the key way of knowing how to handle them. If the majority of the calls that you expect to take is placing orders or making a purchase, there’s no point in taking up too much time training staff to be able to handle the outlying calls.

(Source: Clutch 2017)

The Takeaway

Remember when the Kindle popped up and caused book lovers and stores everywhere to cringe? The obvious thought was that with the shiny bright Kindle, the need for actual books would be deemed obsolete and fall into obscurity. It was much the same with the dawn of the internet that ostensibly would see the death of the physical newspaper. However, as we have seen, the birth of new technology hasn’t been quite the death sentence people expected and the same is true of telephone based customer service. Whilst social media and chatbots have all helped make customer service more far reaching and on the customer’s terms, the telephone is still regarded as one of the most efficient and pleasant ways to engage with each other and the reasons are simple: Human interaction is always wanted and never goes out of style.

Source: http://www.answer-4u.com/news/if-you-think-the-telephone-is-outdated-think-again/

Publish Date: November 21, 2017


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

4.) 
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:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from Answer-4u

Recent Blog Posts:
If You Think The Telephone Is Outdated, Think AgainNovember 21, 2017
Our Call Centre ManifestoNovember 7, 2017
Choosing The Support That Best Suits Your BusinessOctober 17, 2017
Speech Analytics and How It Benefits Your BusinessSeptember 12, 2017
What Makes Our Call Centre Different?August 29, 2017
The Big Changes We Expect in The Call Centre IndustryAugust 1, 2017
The Weird & Wonderful: Mobile Phones of The Future.July 25, 2017
Phone Facts: Dazzle your Friends and Impress your NeighboursMay 9, 2017
How To Handle Any CallMarch 28, 2017
Call Answering Services: The MythsFebruary 7, 2017

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