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Personalisation Of The Customer Journey – CCMA Seminar - Douglas Jackson Limited - ContactCenterWorld.com Blog

Personalisation Of The Customer Journey – CCMA Seminar

I attended another great CCMA seminar in London, focused on the customer journey and how personalising the approach with customers can affect productivity within the contact centre.

The afternoon kicked off at the De Vere Connaught Rooms in Holborn with an informative presentation by Stephen Yap of Intuit who delved into research surrounding the personalisation of the customer journey and the knock on effect for customers.


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With the consumer now expecting the same level of speed, agility, convenience and experience that corporate giants like Amazon are able to provide (both across B2B and B2C sectors), this ignited the afternoon’s discussions around the definition, design and implementation of personalisation, and the subsequent affects for both the customer and employees internally across the contact centres.

Following on from Stephen, software provider Noble Systems presented and gave some great examples of how market disrupters are standing out from the crowd and making life simple for the customer. From using facial recognition on banking apps, to resolving and paying an insurance claim in 3 seconds from data capture to payment, Geoff and Andy gave a thought-provoking insight into the way businesses are making their own mark through the use of personalisation.

Following a short break, we were then provided with an insightful panel discussion with a number of industry experts including Alice Henderson of John Lewis, Joe Diskin of Cabot Financial, Mahadevan Krishnanof Vitality and Claire Lomax of ttec. We were informed of the technologies and processes that these businesses have been implementing across a range of industry sectors in the contact centre space; each servicing very different end customers. From the implementation of chatbot’s and automation to increase the response time for the customer, to the use of speech analytics and the future implementation of conversational analytics, it was great to be a part of conversations with a range of industry leaders who share a common goal and passion for customer experience and who are constantly evolving through means of digital transformation.

The changes in the choice of channels used by the consumer was a huge topic, as a drastic changes in buying behaviour has resulted in a need to change the way that customers are being serviced.   A member’s example from today’s seminar mirrors a recent recruitment campaign that I have been working on, whereby a typical B2B servicing centre is now beginning to receive direct contact from consumers through different channels for the first time. This has meant that these businesses have had to assess their contact strategy and are having to create new ways to service their customers, training employees on new outcome focuses. The shift in buying behaviour trends have created a need to analyse the approach to a customised customer experience to fulfil heightened expectations.

The afternoon session concluded with a round table discussion around members experiences and plans for their personalisation efforts and the common hurdles to overcome. A resounding outcome from the session highlighted that, amongst other things, the regular obstacles include: budget, ability to demonstrate ROI prior to implementation for senior stakeholder buy in and multi site operations working on multiple systems needing to migrate from many platforms and standardise across the wider business to make change.

I’d be interested to hear more from my wider network around your thoughts on personalisation, so please do get in touch. What is your business doing to improve and personalise customer experience?

If you are looking for a sector specialist to support you to hire the right leaders into your business we can help to find the personality and skills to support the improvement of customer experience for your business.  We partner with you to source top talent across the UK and overseas across contact centres, customer service, sales, change, digital implementation, programmes, customer experience, resource planning, insight and analytics, please do get in touch and see how we can help you.

Holly Beeston - please contact me directly at holly@douglas-jackson.com or, telephone: 01543 231074.  Holly specialises in the following market verticals : Utilities, Telecomms and Technology - SAAS.

Source: https://douglasjacksonrecruitment.wordpress.com/2020/03/09/personalisation-of-the-customer-journey-ccma-seminar/

Publish Date: March 9, 2020 5:00 AM


2021 Buyers Guide IVR

 
1.) 
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.) 
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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