Data is everything in the new era of customer service

In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies.

My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). In this latest installment on change, I consider the impact of the flood of non-stop data – driven by mobility and the internet – has on customer service.

One valuable, yet underrated tool for managing data for customer experience (CX) strategies is workforce management (WFM) technology. WFM is traditionally deployed in organizations for managing staff efficiently in order to meet service levels, avoid overtime expenditure and overstaffing. Yet it is time to rethink how you can you use WFM, as a data source and processor, to drive wider transformation. Today, WFM solutions are rapidly evolving into powerful and strategic weapons in the battle to fight the growing phenomenon of data overload.

Five ways to maximize workforce management and data

Business leaders should encourage a creative approach to release the full potential of their company’s WFM infrastructure. Exploiting the library of data that already exists in the core of the WFM solution can result in new opportunities to build an effective CX strategy that resonates across the whole business:

1. Maximize human capital – successful customer-focused organizations start with good people at all levels and in all functions. WFM allows organizations to collect and share data with other departments. For instance, HR professionals can utilize the data to determine what kind of skill-sets are missing to build effective training and recruitment programs and senior management succession plans. The data can also be used to right-size companies during periods of organizational change such as mergers and acquisitions to determine which departments need to grow or shrink.
2. Put data at the center of everything – WFM brings data together in one place and makes it relevant for planning and forecasting purposes in terms of customer service and customer experience. Data should be four things: contextual, suggestive, pre-emptive and predictive to ensure you know who your people are, where their skills lie, and when they are available to handle customer demand.
3. Back to the future - many organizations, especially those in rapidly expanding markets like China and India, want to be proactive and are keen to forecast staffing needs based on future growth projects to stay ahead of the curve. WFM technology makes this possible by providing easy access to a wealth of historical data and advanced reporting functionality to speedily predict, create and search future requirements for headcount and specific skills. Learn about Teleopti’s own WFM Power BI tool, Insights
4. Business continuity planning – exceptional bad weather and major IT system outages can disrupt day-to-day business operations. WFM technology enables managers to conduct ‘what if’ scenarios for all possible eventualities and the likely impact on customer service, making WFM an intrinsic part of business continuity planning.
5. Resilience, security and compliance management – are very real concerns for senior managers and if ignored, have the potential to ruin customer confidence. Customers expect their online transactions to be safe and secure in line with Payment Card Industry Data Security Standards (PCI DSS). They also expect their brands to comply with the latest regulations and legislation, such as GDPR for EU countries, and not share their personal details with third parties without their prior written consent. The same applies to employees.

Today’s WFM cloud providers, such as Teleopti, continually invest in security, ensuring that cloud deployments have the highest level of security, equal to, if not even more heavily fortified, than their premise-based counterparts. Services are provided over the web with back-up provided in separate data centers. Compliant cloud vendors also ensure their services run on platforms that have received approval from EU data protection authorities, they have to implement internationally recognized information security controls and are certified to quality standards such as ISO-27001.

A robust modern workforce management solution can go a long way to stemming the flow of data and instead channeling it to drive an effective CX program across the whole company.

Want to know more about data strategy? Join our on-demand webinar Unlock Data Strategies: Why WFM is Key to learn how to use WFM software as a key component for streamlined, intelligent operations based on data-driven understanding of both customer needs and employee preferences.

Source: https://www.teleopti.com/blog/data-is-everything-in-the-new-era-of-customer-service/

2023 Buyers Guide

Get Listed

IVR

 

1.)

Premium Listing 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.

2.)	Computer Data Services, LLC VIRTUAL PBX Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance. - Never miss another phone call - No more busy signals - Feature rich - Answer your calls from anywhere

3.)	eGain Corporation eGain SmartIVR eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.)

Megacall Virtual Switchboard Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client. Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.)	MightyCall MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to: - Greet callers - Deliver necessary information - Forward calls to the appropriate extension - Take human error out of the system

6.)

Nuxiba Technologies CenterWare Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed. Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.)

OpsTel Services SPEED 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. Speed features: *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 Performance Monitoring

8.)

PEC Telecom Virtual Phone Numbers (DID) and Business VoIP Phone Service Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from... (read more)Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from standard lines at a fraction of the price. In addition, it allows you to purchase DIDs all over the United States. A company in California can purchase access numbers in New York or Texas for the same price as access numbers in its local area. This feature gives the company the opportunity to provide local access numbers to its customers around the United States at a fraction of the cost of traditional phone lines and access numbers. Local phone companies often take weeks or months to install phone lines at a company's location; and in many cases they are unable to install more than a few lines do to physical limitations. The DID Live Virtual Number service only requires a company to have an Internet connection, therefore eliminating the limitations posed by local telephone lines. If the company has a solid Internet Connection, the DID Live service can be up and running within hours.

9.)

Pointel Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice... (read more)Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice self-service application to improve overall customer experience. Why Pointel? Extensive experience in implementing and integrating IVR and CTI/CRM applications Specialized in implementing contact center solutions using Genesys Genesys premier consulting partner Worked with Fortune 500 customers building voice self-service applications and integrating front office and back office applications including data retrieval from Mainframe-based systems Experience in building applications using VXML and custom self-service speech grammars Follows best practices in implementing voice self service applications Experience with self-service products such as Service Ware, Motive and Kanisa Developed products using Genesys GVP to provide voice self-service Reputation of 100% success in all implementations with a 100% reference-able customer base Partner with Nuance and Microsoft for developing speech applications

10.)

Teckinfo Solutions Pvt. Ltd. IVR Edge IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

 

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Recent Blog Posts:

Data is everything in the new era of customer service	May 20, 2019
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Evolving employee engagement with Workforce Management (WFM)	April 30, 2019
Guest Blog: There’s a brighter future for contact centre agents	April 12, 2019
Centralized or de-centralized WFM: 5 ways to strike the perfect balance	April 8, 2019
How patient are your customers? Erlang A may have the answer	March 25, 2019
Evaluating if the integration between your WFM & CX platform will be a big “Yes”	February 25, 2019
The whole organization is a customer service center – not everyone knows it yet!	February 4, 2019
Resistance to change – the arch nemesis of customer experience	January 22, 2019
5 steps to supercharge your customer service with contextual intelligence	January 7, 2019