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Reaching Today’s Empowered Customers - Doxim - ContactCenterWorld.com Blog

Reaching Today’s Empowered Customers

There’s a lot of talk these days about how transforming the customer experience is the only way for financial institutions to survive and grow. And the truth is, today’s financial services customers are different from their predecessors, and financial institutions need to keep pace with their changing expectations.Transforming the customer experience means rethinking your customer service approach across all channels. Here are three places you could start:

  • Customers often come into the branch having already done their research, so you’ll have to give your staff the ability to go beyond basic discussions of products, and really get to know the customer’s circumstances. A 360 degree view of customer finances means that they’ll be able to uncover needs the customer doesn’t even know they have. This is where the true value of working with a bank or CU lies – so encourage your employees to offer holistic advice wherever possible.
  • In this digital world, customers have very strong channel preferences, and expect immediate access to information. Financial institutions need to get the information customers want into their hands or onto their mobile devices almost instantly, because these customers are likely to be shopping around while staff are getting product information together for them. Your traditional distribution channels may no longer be able to keep up, so it’s probably time to consider digital solutions, especially for your younger customers
  • Today’s financial service customers want proactive contact and advice, and they probably aren’t getting enough of it. Just having a great service experience waiting at the branch or office through your call centre isn’t sufficient – you are going to have to combine that with a broader outbound strategy. But modern customers are also very wary of being sold to, so your outbound communications will need to be timely, personalized, and relevant, and educational in tone.

A cost-effective omni-channel approach to customer experience excellence starts with the right tools and strategies. Contact us to learn how we can help!

Source: http://www.doxim.com/blog/reaching-todays-empowered-customers/


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Publish Date: June 6, 2016 5:00 AM


2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
OpsTel Services

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.

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 Perfor...
(read more)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Doxim

Recent Blog Posts:
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Want to keep your customers close and loyal? Climb out of the Customer Experience Gap.November 7, 2016 5:00 AM
Client Onboarding: The Key to Advisor ProductivityJuly 7, 2016 5:00 AM
Reaching Today’s Empowered CustomersJune 6, 2016 5:00 AM

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