Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key - is what sets the tone for the duration of your strategic partnership. No one wants a rocky start to jeopardize the whole thing.
If you’re getting ready to outsource or to launch a customer service RFP process, here are critical factors for a successful launch. (And brace yourself, it’s not a “sign the agreement and watch from the sidelines” situation. Every one of the critical factors requires the investment of time and resources on both sides of the client/outsourcer equation.)
Our SVP of Corporate Services frequently reminds us that stress and discord in business relationships (or more generally… in life) almost always emanates from misplaced expectations. Basically, “It’s not what you got. It’s what you thought you were going to get.” From a spouse not knowing they were supposed to make your coffee this morning (shouldn’t they be able to read your mind?!) to your customer care partner not knowing you expected a zero percent abandon rate (let’s get realistic, folks), successful relationships are founded on clear expectations.
Understanding with complete clarity which measures of success are most important to your organization is the most important aspect of the contact center transition. If we don’t know what success looks like to you before we get out of the gate, we’re guaranteed to fail. It’s that simple.
We need to be on the same page about KPIs and metrics, call volumes and forecasts, training, scheduling, and more well before that magical go-live date.
A successful contact center launch isn’t as simple as flipping the switch and 3-2-1 blast off. It begins with a carefully constructed implementation plan that identifies deliverables, owners, dependencies, and timelines. All milestones and objectives need to be clearly defined and assigned to accountable resources. (In your RFP process, when you ask for an implementation timeline, Milestone #1 should be “Build the Implementation Plan.” Don’t mistake the proposed plan included in your RFP response for the firm and final plan. That comes after you’ve awarded the business.)
“Houston, we have a problem.” You never want to hear words like that in the middle of your new customer service program launch, but the famous scenario does emphasize how important communication is. Frequent – and transparent – communication is essential to a smooth takeoff.
Who should be communicating with whom? In our experience, a frequent cadence of communication between leadership on both sides of the equation, as well as between functional area managers on both teams, is critical. Implementation meetings should occur at least weekly, if not several times a week or daily.
A successful program launch cannot happen in a vacuum. Implementation often depends upon the unhindered efforts of different functional resources from both teams. Key resources simply must be able to make the customer care program transition their top priority to ensure success. If executive buy-in is needed to clear the way to meet milestones, a reorganization of priorities has to happen in advance. If your tech team is too caught up in other deliverables to meet with your partner’s tech team, for example, the launch is likely to be negatively impacted.
Overall, launching your outsourced contact center for long-term success requires a highly strategic partnership with your outsourcer. Two critical factors behind this partnership are, simply, trust and cultural alignment. You must be able to trust your contact center partner, their experience, and their processes. Of course, to have that confidence, you need a partner that is transparent in their capabilities, expectations, and track record. Once established, trust will facilitate effective communication throughout the implementation process.
For example, we always tell our prospective clients, we’re going to drop the ball at some point. It is inevitable that something will go wrong, however slightly, along the way. How we handle that with our clients is the important part, and our approach is to resolve issues through transparency, proactive communication, ownership, and action.
Cultural alignment is equally important. When the mission and values of both organizations align, it is much easier for the outsourcer to embody your brand when interacting with your customers. Strategic agent hiring and training is also key here, so that your brand experience is delivered seamlessly to customers from the moment your outsourced contact center goes live.
A smooth launch is paramount to the long-term success of your outsourced contact center program. If a solid foundation isn’t in place, things will fall apart quickly. Clear expectations, frequent communication, detailed plans, dedicated resources, and strategic partnership are all must-have elements – on both sides of the table.
Publish Date: June 12, 2018 5:00 AM
|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
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|3.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
PH: (+61) 406 501 368
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
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-...
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
PH: 0800 999 1882
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|13.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer
Analysis that empowers your business
Get actionable insights from all your customer interactions
The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
PH: +44 1279 555 580
|20.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS with its AI based bots helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.
|What Happens to Customer Service When Unemployment Hits Historic Lows?||July 3, 2019 5:00 AM|
|Keep Your Contact Center in North America Without Breaking the Bank||June 24, 2019 5:00 AM|
|Oh, the Places You’ll Go: The 4 Contact Center Location Considerations||June 13, 2019 5:00 AM|
|Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits||May 29, 2019 5:00 AM|
|Up Where Expectations Soar: Customer Care in the Age of Entitlement||April 15, 2019 5:00 AM|
|How to Engage Gen Z in the Contact Center||March 26, 2019 5:00 AM|
|Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service||February 26, 2019 5:00 AM|
|Empowering Your Team to Deliver Kick-Ass Customer Experience||February 25, 2019 5:00 AM|
|Are You Using 1999 Metrics to Measure 2019 Customer Care?||February 7, 2019 5:00 AM|
|Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?||January 22, 2019 5:00 AM|