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How do I predict my customers’ behaviour? - Enghouse Interactive - ContactCenterWorld.com Blog

How do I predict my customers’ behaviour?

Predicting your customers’ behaviour and and using this information to optimise the customer journey can lead to an excellent customer experience. The following article discusses some of the methods you can use to predict behaviour and how it can be utilised within the customer journey.

Make use of business analytics and business activity monitoring (BAM) and customer analytics to better understand patterns of behaviour

You need to track patterns of customers’ different behaviours through business activity monitoring and analytics – and over time build up an understanding of what makes them tick (effectively a picture of their digital DNA) that allows you to predict with a degree of probability what the next interaction is likely to be. If you are a utility provider, for example, and one of your customers has just moved house, it’s likely by looking at the patterns of behaviour of similar customers over a period of time that you will know what the next interaction will be. From phoning you to provide their latest meter reading, or alternatively complaining about the electricity supply, or that they may need to pay their bill.

The likely nature of the call will vary, of course, according to customer demographic or profile. However, monitoring customer behaviour over a prolonged period may tell you more precisely that 80% of the time customers are simply phoning to give you their latest reading.

Use your understanding of the customer to present a range of different service options

Triangulating your BAM and business analytics functions with your customer relationship management (CRM) and customer interaction management (CIM) allows you to present customers with a range of different service options, relevant to their past behaviour and preferences. Your CRM platform will be registering, tracking and logging the last interaction with the customer involved and what the outcome was, giving you a historical perspective.  In the meantime, your analytics engine will tell you what certain types of customers have done in the past and then predict what they are most likely to do in the future.

When the customer contacts you therefore, you can use techniques like caller line identification (CLI) or other mechanisms to first pinpoint who they are, then pull their records in from your CRM to look at their history, and then start the process of deciding where to route them within the organisation. Multiple options can be provided to the customer, typically via interactive voice response (IVR) or mobile/visual IVR. Where the enquiry is routine, self-service options can be presented to improve the efficiency of the customer experience and reduce the service cost incurred by the business.

Leverage the latest soft evaluators to anticipate issues with compliance, streamline difficult conversations and optimise individual interactions

The ability to harness a real time speech analytics capability can be a real differentiator for customer-facing businesses, enabling them to keep abreast, in real time, of what is being said by agents in the contact centre and how it is being said.  The latest available soft evaluator functionality goes beyond this, helping to encourage agent empathy and gauge the emotional state and stress levels of both customers and agents by evaluating their voices, and improving conversations in real time.

Businesses can use the capability to start to coach agents to calm down and defuse difficult conversations while information can be delivered in the background to help make decisions on the next best action for the customer – and ultimately resolve the problem there and then. In effect, it’s about predicting not only what the customer might want but also what’s going to get them what they want with the least amount of effort in the fastest possible time – and cost your business the least amount of money to provide.

Anticipate when customers are about to leave and offer promotions or discounts to keep them on side

Businesses are starting to make use of the latest predictive capability to work out when customers or prospects are about to leave their website – typically when their cursor starts to move from the middle of the screen towards the navigation bar. Systems can then be configured in such a way that a move to leave the site and start typing in a new URL in the navigation bar at the top of the page is then met with a real-time special offer, with a code to type in to qualify for a discounted voucher, for example, or some other kind of promotion or concession. In the same way soft evaluators that measure the emotional state of a customer during an interaction can be used to determine when they are becoming stressed and guide the agent down a pre-determined route to control the outcome. Ultimately then, it’s a clear demonstration of how the ability to be able to predict what the customer is thinking and what they are likely to do next can be key in controlling the final outcome to benefit both your business and your customer.

Source: http://blog.enghouseinteractive.com/howdoipredictcustomerbehaviour/

Publish Date: October 10, 2016 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
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Jabra

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Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
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2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
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Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
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4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



View more from Enghouse Interactive

Recent Blog Posts:
Predictions for 2017 – What lies ahead for the contact centreDecember 20, 2016 5:00 AM
How do I predict my customers’ behaviour?October 10, 2016 5:00 AM
Mistakes to avoid when implementing self-service & automationAugust 22, 2016 5:00 AM
The Case for Proactive Outbound Notifications in Healthcare Contact CentersAugust 8, 2016 5:00 AM
CCaaS is The Smart Way to Solve Customer-Facing BPO ChallengesAugust 2, 2016 5:00 AM
Unified Communications and the Contact Center – Better TogetherAugust 2, 2016 5:00 AM
Split Decision? – Fierce Debate Rages in Contact Centres across the Land as Poll Decision NearsJune 20, 2016 5:00 AM
Improving Contact Center Success with Unified CommunicationsJune 14, 2016 5:00 AM
Proactive Outbound Communications – Helping Utilities Improve Customer SatisfactionMay 10, 2016 5:00 AM
How to Identify the Omni-Channel Superstars in your Contact CentreApril 26, 2016 5:00 AM

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