Holiday: How to Ramp Up Your Customer Service

We all make mistakes and we should learn from it.

Stories of bad customer service are all around. It is always used as examples by experts for people to learn—especially beginners. The story may revolve around that bad-tempered receptionist or the agent who lacked training and so on. If you're thinking that this isn't real, better think again.

For the holiday season, the way you provide service should change for the better. Holidays are the days wherein the workload is the heaviest. Finding the right talent from your recruitment or to outsource customer service is hard. Even with all your effort, there is no doubt you're thinking of lowering standards. But what can do? Don't worry; there are ways on how to ramp up on how you deliver service to your customers.

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1. Always Plan on How to Convert Customers

Your employees are the ones making an effort. Better make sure to teach them to step up and make an effort during the holidays. But don't forget to reward them, too. For them, the holiday season is the season of exhaustion and stress. So, reward them to keep them motivated in continuously delivering a positive experience to customers.

2. Provide Helpful Feedback

You're the employer; therefore, you should provide for your employees. Give them feedback and motivation to make them happy. Positive reinforcement and recognition are important to employees. This serves as one of their secret ingredients in order to work better and happier. Remember, happy customers are equivalent to happy customers. A happy employee can create a friendly atmosphere, thus giving them the power to influence a customer experience and making it awesome.

3. Learn to accept

There are times when you need to accept that nothing works. Always teach your employees to always exhaust all options and solutions before giving up. Remind them to always give their best shot and try their hardest. However, if things get really tough, tell them to escalate the problem to people who specialize in these cases. This may dampen their feelings; however, you should team them to not take it personally.

Step up and take responsibility for your customer's experience this holiday season. Do your best so your employees follow your lead. Also, don't be afraid to search for talent or to outsource customer service in order to provide the best experience efficiently, especially this holiday season. For businesses who're thinking about outsourcing, Global TeleForce can help. We are a call centre outsourcing company that can tailor employee solutions to any business. Call us at 1300 77 88 62 or email enquiry@globalteleforce.com for more information.

Source: http://globalteleforce.com/blog/holiday--how-to-ramp-up-your-customer-service

2021 Buyers Guide

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Analytics

Page: 12

1.)

2Ring 2Ring Dashboards & Wallboards 2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen. Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly. A screen does not only mean a large plas... (read more)2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen. Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly. A screen does not only mean a large plasma screen in contact centers and break-rooms, the individual workstations of agents, supervisors, or even managers who are not part of the contact center, but a screen also means most devices with standard browsers (Android phones and tablets, iPhones, iPads, and Windows tablets - such as MS Surface). Request More Information

2.)	3Fiftynine CardBoard CardBoard: Real-time data, shows the most important KPI’s in your Contact Center. Built for data | Designed for business | Empowers teams Request More Information

3.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models. Request More Information

4.)

BPA Quality Call Center Quality Monitoring Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management. Request More Information

5.)

Call Tracking Metrics Automate insights from all your customer communications There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park. Use conversation analytics to: • Build your ideal customer profile • Optimize your sales and customer service processes • Maximize your resources to focus on quality conversations • Identify trends and customer sentiment in real-time Request More Information

6.)

CallFinder CallFinder speech analytics CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic... (read more)CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience. With CallFinder, you get… 100% visibility into agent-customer interactions 100% monitoring of interactions, up from only 5-10% Scalability of QA reviews with the same size QA team CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client services with tailored, one-on-one training and guidance. Our analysts assist in transforming your manual Quality Monitoring processes into automatically delivered scorecards, transcripts, and reports that measure key business metrics to help you manage your business and contact center operations. Request More Information

7.)

ComSys S.A. CCube for Business Intelligence CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms 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... (read more)CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms 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. Request More Information

8.)

Consilium Software Consilium UniInsight™ The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op... (read more)The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and operational analytics in a way that will make a meaningful impact on organizations’ ability to optimize performance and deliver exceptional customer experience (CX.) Consilium UniInsight™ is an intuitive business intelligence reporting and analytics solution which can combine data from Cisco and non-Cisco data sources to simplify custom historical and real-time reporting. The purpose of analytics and business intelligence is to provide the tools and best practices for the analysis of information to improve and optimize decisions and performance, and with UniInsight™ we help you get that done with the least amount of stress, and in the shortest possible time. UniInsight™ helps businesses to analyze and track key business metrics in real-time, make changes to the anticipated contact volumes, and thus optimize workforce productivity and customer service SLAs. In most situations, new customized reports and dashboards can be built and run within seconds as we use pre-aggregated, processed data which is optimized for fast results. There is an easy drag-and-drop design for rapid customization of both, reports and dashboards. • DIY custom reports and real-time dashboards to analyze and track key business metrics in real-time, anticipate contact volumes, and optimize workforce productivity. • Integration with multiple data sources using OLAP cubes from multiple data sources for slicing and dicing of data. Online analytical processing (OLAP) provides an optimized environment for multidimensional analysis. • Intuitive report designer tool for ease of creating custom reports and dashboards without the need for the users to know SQL or database schemas. Request More Information

9.)

CUSTOMER SQUARE CROSSCRM.CX - CRM Dataviz Module 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. All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf PLUS ! Automated extracts for integration to third party applications. Request More Information

10.)

Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation. Request More Information

11.)

DialogTech DialogAnalytics™ Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get a... (read more)Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more. AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away. With DialogAnalytics, you can get all the pre-call data on the caller and the marketing interaction that drove the call. This helps inform your call routing, the conversations your agents have with customers, and, with AI, your marketing team can analyze conversations to help them take the best actions to drive better quality sales calls to the call center. Request More Information

12.)

eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre... (read more)eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. 1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement. 2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications. 3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications. 4. Journey Analytics™ captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts. All this capability is delivered in a solution that’s easy to deploy, manage, and optimize. Built to work with the award-winning eGain Customer Engagement Hub™, as well as leading Call Center technologies such as Cisco UCCE and Avaya CMS, eGain Analytics provides true omnichannel management. Request More Information

13.)

eGain Corporation eGain Analytics eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively. Request More Information

14.)

ethosIQ, LLC ethosAnalytics ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks. Request More Information

15.)

Lieber & Associates Contact center Analytics and Metrics Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers. Request More Information

16.)

Navedas CSAT.AI CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office. CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location! CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications. CSAT.AI provides granular details by issue (delivery delay etc) or agent score. Request More Information

17.)

Noble Systems Noble IQ Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong. Request More Information

18.)

OpsTel Services VIEW With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance... (read more)With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack. Features: *OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status *Comprehensive audit across the enterprise, it only takes 10 minute *Provides a view in to the data accuracy of agent profiles across multiple applications *Drastically speeds up audit and validation processes *Validates actions to implement for profile data integrity issues across multiple applications *Can also assist in ensuring access level compliance for profiles across the enterprise *Out of compliance activity is easily identified through data accuracy Request More Information

19.)

PRILINK SIP-Trunk Demarc Monitor Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification. Request More Information

20.)

Vads Social Media Analytics Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions. Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division. Key the activities involved: Analyzing net sentiment score Qualitative and quantitative of sentiment analysis Measure the emotions (6 Emotions) of the consumers Mapping out all potential advocates Measuring a nationwide consumer sentiment Unlimited data extraction & cleaning Customized positive and negative keywords Qualitative and quantitative insights & report writing Measuring the consumer sentiment Request More Information

 

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