By Rachel F Freeman, Operations Director
Every year across sectors, buzz words crop up, trends start and people look to see what is or isn’t the next “best” thing on the market - whether it be an innovative piece of machinery, the next best app, an idea to revolutionise the way we operate in a work space or indeed what we eat in order to be more efficient and focused (does a group huddle or corporate run before indulging on beetroot and chia seed smoothies sound familiar?).
Ideas keep coming, which is wonderful, and in the world of technology it is imperative to keep things fresh and dynamic in order to be responsive to the ways of the marketplace.
What drives the marketplace? The customer. Ironically (the way I see it), the one thing that doesn’t change but is at the heart of what most of us in all industries need to consider is customer service.
Customer service is a hallowed objective and yet I can’t think of any new-fangled ways to describe it another way or market the concept any differently. Customer service is at the heart of what we in the workplace all do and the only thing that changes through time is how we deliver it based on the tools and the circumstances of our era.
There was a time in living memory when consumer (retail) banking, for example, was conducted entirely via “bricks and mortar” branches and/or the phone. This meant that banking times were dictated by branch opening hours and phones being available and the likelihood of needing to wait or stand on a queue for an average of 15 to 20 minutes was considered acceptable. The customer service was focused on the friendly demeanour of the teller or bank manager and what type of advice or loan the bank could provide to make the customer feel properly guided. A lot of faith needed to be placed in the people in the bank to manage the retail accounts of the customers.
Nowadays it doesn’t take much to see how things have changed drastically on so many levels. Banks are selling or renting many of their former beautiful Neo-Classical buildings so they are converted to restaurants/cafes/clothing stores; they are closing various high street branches and instead there is a bigger focus on their digital strategy and “modernised approach” to customer service. The customers who used to be wowed by the grandeur of their bank branch now need to be kept in awe by the digital experience they can get in return.
The modern digital benefits mean that banking can now be done 24/7 - you can access your accounts directly and manage your transfer seamlessly online at any time you want and now - with mobile devices - you can perform the transactions from wherever you need to without worrying about the constraints of a fixed location.
Customer service has gained levels of autonomy the customer never knew before - the customer has been empowered to take control of his/her accounts and with access to online information a customer can quickly assess and compare deals for loans or products and services with a few quick internet searches.
Has this new world of customer service left anything behind? This is for the customer to decide and for vendors to be in close contact with their clients to understand their needs and requirements.
Creative Virtual is providing banks with self-help tools to enable their customers to be empowered and we need to listen to our clients to understand what their customers want so we can adjust the tool we provide to help them give the best user experience. We are quick to respond to client needs and have allowed our clients to access online reporting directly so they can be empowered themselves to see how the tools they apply on their digital spaces are performing. We spend time adding elements of personalisation into our tools so that our clients can ensure that their customers are remembered when they return online and they can access their specific account information without needing to repeat themselves.
Similarly, our seamless live chat capabilities will give a customer an opportunity to speak to a live agent when required and the agent will have all of the customer’s information along with the previous conversation leading to the live chat so there is no need for the customer to have to repeat his or her issue.
Creative Virtual are proud to have been awarded the latest accolade of Best Customer Service Solutions Provider 2017 in the Greater London Enterprise Awards. This is not too much of a surprise as Creative Virtual aims to listen to our clients, who in turn are working with their customers, so we can be on the frontline for amending our tools to provide the customer experience that works the most efficiently for the current circumstances of our digital world.
The tools will change throughout the years but the objective of keeping the customer happy is a constant through time. For as long as we have our eyes and ears open to the needs of the customer we are ready to respond and relish the challenge. It is what keeps us fresh and motivated.
Our thanks to the Greater London Enterprise Awards for naming Creative Virtual the Best Customer Service Solutions Provider! You can read our official announcement here. And you can see our customer service solutions in action for yourself by requesting a live demo.
Publish Date: November 21, 2017 5:00 AM
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|5.)||At Random Communications|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
INBOX: A place for every digital interaction!
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.
Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
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.
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
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.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...
|17.)||Customer Touch Point|
Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.
By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.
Our solutions include:
• Contact Cen...
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
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