We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This is nothing new. How companies are developing a competitive advantage has also changed.
Customer care is the new competitive advantage
In the eyes of many business analysts, companies can no longer compete by simply driving manufacturing costs down or gaining detailed data on customer trends. These efforts have long been maximized, if not exhausted. Today, companies are competing for the loyalty of customer directly through the service(s) they offer. Neil Smit, President/Chief Executive Officer of Comcast Cable and Executive Vice-President of Comcast Corporation, says: “Put simply, customer service should be our best product.”
In a similar vein, Gartner estimated that by the end of 2016, 89 percent of companies – in contrast to just 36 percent four years ago – expect to compete largely on the basis of customer experience.
Contact centers are obviously trying to gain ground here by ensuring that agents meet – better yet, surpass – customer demands. So, since this is where the heart of competitive advantage lies today, wouldn’t it make sense to do everything in your power to see to it that extraordinary customer experiences are being delivered by agents and that measures are planned and taken to ensure continual improvement in your contact center?
What have you done to help?
Stop and think for a minute: What concrete measures have you taken and/or are you taking to ensure that this is happening in your contact center, now and in the future? You could, for example, take out the contact-center team (not all of them at once, mind you) for an out-of-the-ordinary lunch on a regular basis. You see, the key here is maintaining – better yet, raising – agent motivation and satisfaction, and rewarding excellent results. Remember, agents, through their front-line contact with customers, also have the power to make or break customer loyalty.
Amidst the development of this competitive differentiator, we’re witnessing a number of powerful trends. Artificial Intelligence systems, for example, are taking over many of the simpler tasks. Technology today can replace a bus driver with an automated, self-steering bus in the middle of a busy city, quickly taking passengers to desired locations.
Robots just don’t make it
However, more complicated tasks, such as delivering the very best customer experiences, can still not be carried out by robots or automation. Neither can a fantastic website or the latest Interactive Voice Response (IVR) system replace human agents. When customer calls, chats or e-mails come in, only well-trained, competent agents, understanding of the customer issue at hand, can provide this.
I’m not talking about needing to deliver WOW experiences; rather, dealing with the issue at hand, quickly, professionally and satisfactorily – with minimum effort required on the part of the customer.
However, agents need to have the right energy and motivation to do so. Automated workforce-management (WFM) solutions can go a long way towards raising the energy and motivation levels of agents, necessary for producing outstanding customer experiences. In fact, today, WFM does far more than just replace clever Excel spreadsheets (even though some may be amazing).
Keep agents focused and motivated
Leaving scheduling, shift swaps, vacation requests and the like to WFM automation keeps agents focused on customers. Imagine the amount of time and effort spent on scheduling, shift swaps and vacation requests through verbal or e-mail exchanges, the answering back and forth, the approvals, the pending approvals, etc., and how that impacts the loss of focus in a +1,000 agent contact center.
Teleopti obviously spends supreme effort working on core WFM functionality, such as schedule optimization. However, equal effort is spent on functions, such as agent preferences, training planning, gamification and mobile interfaces. Why all this effort? Because these make agents more empowered and engaged. Because without energized, competent, informed staff, any contact center will find it increasingly difficult, if not impossible, to compete in the modern business climate – even with the very best optimized scheduling.
As the importance of contact centers expands, so does the scope – and importance – of WFM. If you’re still using Excel sheets for forecasting and scheduling or an older WFM system, do take a look at some of the more modern WFM systems, with a scope far broader than you might possibly have imagined.
Make contact-center staff life easier
Using a modern WFM system is as simple as checking off a few boxes on your smartphone on your way to work. Check for any schedule changes? Swap a shift? Request a day off? Send approval? Check, check check – done. How about matching up five suitable staff members with some vital training, ensuring the right trainer will be in place, that a room is available, and, most importantly, that the service level impact is minimized? ? Check, check check – done.
Publish Date: November 11, 2016 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|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
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
|8.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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