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Globalteleforce - Blog Page 2

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How Voice Analytics is Changing Customer Service

Digital technology is fast-paced. Innovations have been popping up and some are helpful, while some are not so much.

One of the innovations being used worldwide today is voice analysis. This is the process of analysing recorded voices to collate customer information. And the collected data from customers will be used in order to determine which area of the service will need improvement, will give the business insight about a customer and can even detect customers who are lying about their provided information.

A lot of software is already performing this role, helping businesses in their customer service game. And one of the game-changers in the field is Adobe. The multinational computer software company has created new software that can analyse voice data to help businesses have a better grasp on customer behaviour.

Adobe's data analytics arm has created a technology that can let data be evaluated through voice interactions from Amazon's Alexa, Apple's Siri, Google Assistant, Microsoft Cortana and Samsung Bixby. According to Stuff, director of product management Adobe Analytics Cloud Colin Morris said voice technology is the future of marketing and that businesses should not shy away from such technology to personalise their services.

"One of the biggest problems right now for brands is that they have an expanding digital footprint. What brands are realising is that the customer experience is happening more digitally, so they need to provide good customer experience through technology for customer and brand," Morris said.

"The user interface is going to change over time."

Meanwhile, Auckland University marketing lecturer Mike Lee said there will be an "exponential leap" on how businesses use technology once voice command becomes more accurate.

"We're at that part of the curve that's just about to go up and what's limiting it is that not everyone is comfortable with it and there are some speed bumps in the experience. Once developers get that right it will become the keyboard of the future," Lee said via Stuff.

"The computer just needs data, it doesn't matter how it gets it. Voice is so much more natural and efficient in some ways, especially if you're driving or banking.

"It can cut down a double digit step process to a one sentence command."

Image Credit: Stuff


Publish Date: September 27, 2017

CRM Solution Automates Data Entry out of Sales Calls

Every sales representative has their own way of things. Some enjoy doing non-call tasks, and there are others who don't. No matter how they love or hate these tasks, data entry, customer relationship management (CRM), and admin tasks take a lot of time from their hands. Instead of focusing on the things they are supposed to be good at, which is—of course—selling, they tend to focus on these tasks.

To back this up, Salesforce has revealed data that sales representatives only spend 1/3 of their time selling, while 31 per cent of the time is spent on searching and creating content and 20 per cent is spent on CRM, admin and reporting tasks. Then, below is a pie chart created by Get More Done regarding the sales representative’s typical percentage of how they spend their weekly hours.


Based on these data, there is definitely time wasted and costs company their money. But, the co-founders of, Sam Udotong, Krish Ramineni and Om Mahida, have found a solution to the data entry dilemma. Their bot, fireflies rummages for important data, which it thinks is relevant to the sales representative. There will be no need for the sales representatives to take down notes since Fireflies can do it for them. As the information written on the Fireflies website says it: “You don't have time for busy work. You focus on the talking and I'll take care of the rest.”

Fireflies also notify users when they have last talked with a contact, and will even make suggestions on how to start a new conversation with those people. Mr Ramineni said, via, fireflies "helps them understand their own interaction history and network by sharing insights and smart reminders to guide them.”


Image Credit: via

“Its core set of features are built around email engagement because that’s how most professionals interact, and email can be like a black hole for messages,” he added.

In terms of current CRM systems, Mr Ramineni explained that whenever a sales representative have prospect or customer calls, Fireflies will opt to plug them into a calendar and start dialling the call.

"Let’s say you’re on a sales call and you’re asking your customer a bunch of questions: “What’s your budget? Who needs to sign off on this product? How much does it cost for me? I want to use this product, but these are the challenges.” It starts logging all that information. If I say the budget is around $3000, it’ll capture that, or if I say I’m not sure this works with our compliance department, it’ll capture the objections," Mr Ramineni said via Forbes.

Sales representatives are having a hard time budgeting their time since they also have non-call tasks that are needed to be done. With this innovation, data entry services will be a lot lighter compared before and will definitely help call centres in focusing more on their expected roles.


Publish Date: September 13, 2017

How Customer Experience Can Enable Value After Sales Acquisition

No matter what business you are in, you must learn to take care of your customers. These people contribute in keeping the business alive by coming back or refering your business to others. It would be bad if you didn't exert enough effort to take care of them since finding new customers is really hard. As the quote from the well-known customer service and customer experience advocate Bill Quiseng goes, businesses should learn how to “work as hard to keep a customer as you do to find a new one.”

According to research by ThinkJar, it is six to seven times expensive to find and attract new customers than to retain existing ones. While another research conducted by Frederick Reichheld of Bain & Company reveals that loyal customers generate more profit each year, explaining that returning customers "tend to buy more" from the company as time goes by. This study showcased the potential of having 5 per cent customer retention can produce a profit of more than 25 per cent. So, if you're planning to keep your business alive, better step up your customer experience. And here are ways on how customer experience can enable value after sales acquisition.

Personalising experiences

Even though customers often ask the same questions, they still have their own personalities and approach. Customers feel important and valued when you remember who they are and change the way you treat them; an example is remembering their name and acknowledging what they bought from you. Once you start doing this in every interaction of the customer journey, customer loyalty and trust will develop.



This is often neglected and forgotten by many businesses. Proper follow ups are not a nuisance but are important in the customer journey since this shows how you value them as a customer. This will create a mindset that your business is concerned and cares about their experience even after the transaction. Getting feedback from them is not a bad idea since this will also help you know how the product or service helped them and how to improve the business more.

Always surprise them

In keeping customers loyal, you better have a trick up your sleeve — but in a good way. Customers love the feeling of wonderful surprises. Giving them something that they didn't expect will surely add a delight on top of their customer experience. An example is giving them coupons or discounts on specific products since they have been loyal to you since their first purchase.

Customer retention is important since loyal customers are the ones who make the business earn sales. It is also cheaper to keep customers coming back than finding new ones. With this, an experienced contact centre outsourcing company should be able to do just the trick with its trained agents who know customer service inside and out. Moreover, outsourcing has been a proven cost-efficient solution to business woes from all around the world, making businesses spend less on talents who can help the business grow.


Publish Date: September 11, 2017

Telco Customer Complaints Grew in Australia

Telecommunications Industry Ombudsman (TIO) has released new data showing a surge in complaints on telco services filed in their office within the period of April to June 2017. Dubbed as the Complaints in Context, which the TIO released with the industry body Communications Alliance, shows how many complaints were filed to the TIO in proportion to the total complaints under telecommunications ‘services in operation’ (SIO).

The latest figures show complaints regarding landline, mobile and Internet services by users and small businesses. The complaints per 10,000 SIO in all telcos in the country rose to 9, which was almost a 3 gap from the 6.4 results of the same period last year, and is higher than the result of the quarter before, which was 8.4.

Revolving around the big three telcos, Optus was the one to have the most complaints, which as 10.1 complaints per 10,000 SIO, and is followed by Telstra with 10 complaints per 10,000 SIO. Comparing the current results with the prior quarter, the two telcos both received 9.3 complaints per 10,000 services. Meanwhile, Vodafone got 4.5 complaints per 10,000 SIO, which was higher than the previous 3.9 complaints per 10,000 SIO result.

Looking back on last year's TIO report, which was released last May, it was revealed that there was a 33.8 per cent year-per-year increase in complaints. Complaints regarding internet services, which were the 37 per cent of overall complaints, rose to 53.6 per cent. And the startling increase was partially caused by the transition of the National Broadband Network (NBN). In relation to this, in the second of last year, there were 7512 NBN-related complaints filed to the TIO, which was an 11.7 per cent increase compared to the same time frame in 2015.

In contrast to claims, NBN CEO Bill Morrow pointed out that the telcos are at fault of the poor experiences being reported by end-users. Morrow says it was the telcos who were advertising cheap, lower-speed broadband plans and low capacity.

Nonetheless, the federal government said that the Australian Communications and Media Authority would investigate behind the experiences of end-users under the NBN.

“This information will be used to identify where customer issues most commonly arise and how those issues can be either avoided or resolved more quickly,” the government said at the time. “It will also help reduce the passing of customer complaints between retailers and NBN," Communications minister Senator Mitch Fifield said.

Another project from the federal government is to monitor the average speeds being experienced by the 4000 volunteer homes subscribed to the NBN. This scheme will be done by the Australian Competition and Consumer Commission.

With the rise of complaints being experienced, there is no doubt an influx of calls will arrive at the telcos. There will be a chance for these telcos to have a hard time in handling all incoming calls since there will be a need for new employees. However, finding the right candidates can take time and that's why contact centre outsourcing is a cost-efficient solution for this dilemma since they are trained to handle these certain kinds of situations.


Publish Date: September 6, 2017

How Artificial Intelligence is Shaping Contact Centres

Contact centres have been in the industry for decades. With all the experience it has gathered in different parts of the world through the years, the industry has noticed trends and similarities year by year. Also, the advancement of digital technologies has helped the industry transform into what it is today.

The industry exists for a reason. They are a part of the team that makes a business what it is, but in a different perspective—how the business handles customers. Customer service is a part of the customer journey; if the contact centre screws up the interaction, then reputation will definitely receive damage.

Nowadays, contact centre agents are trained and expected to interact with customers not only on the phone, but also through social media, web chat, and video calls. Of course, this can be achieved, if the contact centre deploys the digital technologies needed and to not depend much on manpower, which was the situation before. With the development of technology, many companies are opting for bots powered by Artificial Intelligence (AI) to communicate with customers.

Interactions with Virtual assistants and Bots

There are companies who have adopted the use chat bots in answering common customer concerns and are only switching to customer service representatives when the issues are in need of intense, personalised assistance. According to the 3Cinteractive, an average of one out of four consumers use chat bots, while around 40 per cent millennials say they have chat bot interactions on a daily basis. In contrast to the mentioned data, 71 per cent of consumers had trouble in interacting with chat bots, saying that it couldn't answer their questions. The study revealed that people want to talk to chat bots during order checking or conducting product research.

Another thing, according to Thomas Soulez, AI has the ability to provide support in every interaction, thus helping contact centres to anticipate what customers are going to ask and want to talk about.

Increase in response time

In relation to the first topic, having chat bots, even though unstable at times, can help increase a contact centre agent's performance. Customers love it whenever assistance comes fast and issues are resolved quickly and efficiently. AI can serve as a backup or the first contact before the real customer service agent assists the troubled consumer. With the use of chat bots, customer service is definitely available around the clock.


Whenever the AI learns more through its interaction with people and time, the higher the chance of it to make errors. This means that once the AI is handling more data through time, the complexity of data interactions grows and there will be more room for mistakes to occur. So, in case contact centres have now decided to embrace such technology, they should find the time to monitor the progress of the AI and observe if AI is effective in human interactions and providing solutions in the industry.

Maybe, after a few years, the combination of human agents and AI can be a natural process as more businesses dive into this process. Even though there is more monitoring to be conducted compared to human agents, contact centre outsourcing that trains customer service representatives with different technologies have an edge in the game and can clearly adapt to any industry in need of customer service agents.


Publish Date: September 4, 2017

Philippines Outsourcing Vows to Buffer Domestic and International Challenges

The Philippines IT-BPM (Information Technology and Business Process Management) is valuated at around $23 billion but like all industries; it is facing modern challenges born from domestic and international as well as the evolving modern business world.

First is the rising destination which is China for BPO outsourcing. China, already a world power, has experienced a surge in its tech scene through the English globalization of its companies, the modern facilities for Shared Services in its cities and the government changing its stringent stance on investors from the west.

China has also invested in a large number of BPO-Tech parks across its territory and through a government funded university program, are preparing a large population of BPO skilled workforce from Chinese millennials. China is aiming for a $200 Billion outsourcing revenue by 2020.

Also, the IT-BPM in the country is also looking to fight for the tax incentives long enjoyed by the industry as the finance department plans on cutting back on the preferential tax rate enjoyed by executives and regional headquarters for BPOs.

“We need to put our act together,” Rey Untal, head of the Philippine association of outsourcing companies, said in an interview in Manila as posted in Business World Online. “The other countries know how big this IT business process outsourcing pie is globally and they want to increase their share. This is not a static world.”

“Business process outsourcing is very important for dollar supply, especially now that the country might slip into a current-account deficit,” said Michael Enriquez, chief investment officer at Sun Life of Canada Philippines, Inc. in Manila as quoted by Business World Online. “There’s a lot of threats to the growth of the sector, but BPOs will continue to prosper here as long as there’s government support.”

In facing the challenges, the Philippine government and the BPO Alliances in the Philippines must work on a roadmap for not only buffering the challenges but also set a roadmap to sustain the industry as we march into the 2020 decade.

If you, as a decision maker are reading this, the Philippine BPO sector is robust and has weathered the challenges for over two decades. Much like the country’s buoyant economy, the BPO sector is comprised of dynamic providers such as we, the Global TeleForce Ltd. group that utilises streamlined methodologies in order for foreign companies to successfully establish outsource or offshore operations in the country. Through a strategic approach in deployment, intake, and transition, we suppress the risks associated with outsourcing in order for the setup to realize its true business value. Call us today 1300 77 88 62 or email to get started with outsourcing.


Publish Date: August 17, 2017

Top Notch Tips for Providing Quality Customer Service In the Social Channels

 Today, we live in an age where everything is turning into digital. Connections that were done through letters are now done via text messaging, emails, chats, and the like. The hours of agony while waiting for a reply has now decreased significantly because "instant" doesn't only exist in noodles, but also our connections with others and devices as well.

Now that we are in a digital age, there are social media platforms that can be used by businesses to interact with their target market and provide customer service. However, this is one of the overlooked sections of the customer experience. When you are able to provide top-notch customer service, people remember it. So make sure to exert effort in every interaction you have with a customer. And here are tips on how to provide quality customer service in the social channels.

Being Active

You can't be seen if you're not at the same place as your target market. The same goes for which social media platform you will be active on. First, you should know your target market. You need to understand them in order to create a customer journey map and start the marketing campaigns. Once you have figured out which social media platform they are active on, you can now invest your time to make the business visible to them.

Create a business profile on those social media platforms and include relevant information, such as business name, logo, contact information, and website link. If you have certain business times, don't forget to include that.

Conduct Social Media Monitoring

Posting relevant information, news, questions, and events are not the only things that you do with social media. You can also follow your mentions for you to engage more with customers. This is where social media monitoring comes in. It is important to monitor your tagged and untagged mentions on social media for you to know what people are saying about you.

Use these messages to engage with your customers, respond to negative feedback and provide an open ear and answers to requests and questions. However, in responding, you should be fast and reliable. If you leave a comment left for a day, it can damage your image, and customers may think that you don't care about them.


Always Have Patience

This is a must wherever you are. There are different types of customers that will come knocking at your door, so better treat every single one with patience and care. You should have an open ear and mind for you to understand where they are coming from. 

Don't skip the negative ones. You should read every single one and respond in a calm, nice manner. Always think that they are invested in the business and what they expect is an immediate response and solutions.

Always Go the Extra Mile

This is the secret ingredient to a successful and wonderful customer service. In everything you do, always go the extra mile. Customers love an understanding and responsible customer service agent to talk to. You can also provide freebies for loyal customers since you care about them.

Always make an effort to make customers happy. Remember, a customer has the power to refer you to others or destroy your image to others.

Customer service is one of the interactions made in a customer experience. And making one memorable for customers is that you will need to provide the best. For small businesses that are in need of a cost-effective solution to providing customer service, contact centre outsourcing is the answer since these agents are trained to do the best at what they do.


Publish Date: August 16, 2017

Why UK Law Firms Should Consider Legal Process Outsourcing in the Philippines

Time has proven that legal services have experienced a change in its delivery of legal services. And a new model has been a product of this global paradigm shift. Legal process outsourcing, LPO for short, is transferring the work of attorneys, paralegals and other legal professionals to third party vendors, whether locally or internationally. Over the years, LPO has grown popularity due to the benefits it can give to law firms and corporate legal departments: reduces costs, ability to expand in-house manpower, and increases flexibility. Whether the work is outsourced locally or domestically or simply called offshoring, there are benefits and advantages that can be reaped from this.

1. Cost Reduction

This is one of the significant advantages LPO can offer to law firms. Why? By offshoring legal services, law firms can experience labor arbitrage, which is the wage differential between third party vendors and in-house personnel, making the business experience lower costs and bigger cost savings. Take this, for example, an in-house lawyer will cost $200 per hour while a third party vendor will cost $65 per hour. See the difference of the costs?

2. Discover External Talent

Sometimes a gem is hidden in places never explored. The same goes for this, outsourcing legal services can help the law firm find a skillful and efficient legal talent and expertise that is currently nonexistent in the company. For example, litigation firms that need extra litigation support, which can be coding and document review, can outsource from third party vendors. This will help fill in the gaps of the needed manpower to provide the best service possible to the niche market.

3. Faster Turnarounds

Opting to use external help can expand and grow the internal manpower of the company and reduces turnaround time for critical legal projects. A combination of an effective and efficient onshore and offshore team will be able to accommodate more projects in a certain time frame. An example is if the onshore team is in the United States, while the offshore team is in the Philippines. The United States team will work on its regular hours, while the Philippines team will work during the night. Therefore, there is 24/7 work done without letting projects wait to be done the next shift.

4. Promotes Better Flexibility

A combination of employed onshore and offshore team can help in tailoring the firm's abilities in responding to client's demands and workload. This means that by outsourcing legal work, the company can start to grow and take up large-scale projects, eventually helping the company go up the level same as bigger firms. Moreover, flexible staffing enables the firm to experience flexible salary costs.


Publish Date: August 10, 2017

Despite Automation and Its Promise, Future of Customer Service is Still Based on Human Interaction

In this time and age, there are innovations made and developed. These innovations have helped different industries on their line of work. Not only that, it has also helped a human in their everyday lives at home. And this does not exclude Artificial Intelligence (AI). No matter how AI sounds too good to be true, there are people who think this is a threat to all human jobs. The Australian reported that Elon Musk, the CEO and CTO of Space X and Telsa, wherein he is also a co-founder, has warned the US government of the potential dangers lurking around the rise of artificial intelligence. Not only that, Newsweek reported that Facebook has worked on an AI that can negotiate and even debate with other chatbots and humans, and has also invented its own language.

There is no reason to hide it, but a lot of companies often commit customer service mistakes on a day-to-day basis. Customer service is an important part of the customer experience. Now, if you can't provide it right when they needed it the most, then customers will move elsewhere. There are start-ups that achieved great customer service, making customers come back. However, this success is not the same for everyone. Customer service should be a personalized, tailor-fit approach to customers, and this can't be easily broken down to be understood by an automated replacement.

Customer service should be present in every organisation there is. Moreover, customer service representatives should take their job into the heart. While customer service is done by heart, the representatives should lace customers in their minds at all times, making sure that they have the best customer experience of their lives in every interaction done.

The essence of customer service is showing that the organisation truly cares about their customers. And placing it into automated systems with no emotions so far can make the experience dull and emotionless. Knowing that you're speaking with a robot will make personalized questions harder to have answers. For businesses who are having trouble with customer service, reach out to a trustworthy contact centre outsourcing to get reliable agents and have happier customers along the way.


Publish Date: August 9, 2017

BPO Philippines Association Plan on Attracting More Offshore Investors

Meanwhile, in the Philippines, the IT and Business Process Association of the Philippines (IBPAP) will start its midyear reviews of the industry next year. The said review will evaluate the performance in terms of revenue and head count of businesses in the industry.

According to a report by Philippine Daily Inquirer, IBPAP president and CEO Rey Untal explaining the purpose of the review, saying that this move is expected to give the industry to “self-correct” if needed. Untal said that this was a departure from the previous review schedule, which was every end of the year.

He said that “to become smart and practical” is a must despite unpredictable developments.

“What we have right now is a yearly reckoning. That’s one of the things I’m trying to work out. Let’s have a middle of the year assessment. We shouldn’t learn about how we did revenue-wise and headcount-wise when the year is almost over,” he said as quoted in The Philippine Daily Inquirer.

The slow infusion of new developments in the IT-BPM industry has led in making the decision. According to the Philippine Statistics Authority, there are registered investment pledges in seven investment promotion agencies in the first quarter, which dropped 34 percent or from 6.43 billion to P4.18 billion.

Untal regarded, as quoted in The Philippine Daily Inquirer, the decline “to a certain extent to not what’s happening now but what’s happened before," citing the anti-western rhetoric of President Rodrigo Durete last year.

“In our job, there is a performance evaluation. You need a performance evaluation that is more frequent. We need to understand that the industry is very big. To gather these numbers takes some effort,” he added as quoted in The Philippine Daily Inquirer.

A scheduled, more frequent review will definitely help improve the industry in many ways since it can trace what are the things that went wrong, thus giving a chance to businesses to change their ways. Contact centre outsourcing businesses should also make evaluations from time to time to check up the business and its agents.


Publish Date: August 4, 2017

Apple Unveils Business Chat for Connecting Business with Customers

A level up for iMessage perfect for businesses and customers.

Apple has unveiled an upgrade for the iMessage during their week-long annual World Wide Developers Conference at the McEnery Convention Center in San Jose. Dubbed as Business Chat, this new customer support messaging platform lets businesses provide customer service through Messages, according to The Apple Post.

"Business chat is a powerful new way for businesses to connect with customers directly in Messages. Using Business Chat, your customers can get answers to questions, resolve issues, and complete transactions on their iPhone, iPad, and Apple Watch. Customers can find your business and start conversations from Safari, Maps, Spotlight, and Siri," according to Apple's Developer site.

This just means that customers can now open iMessage app from Safari, Maps, Spotlight, or Siri and start an interaction with a business. The conversations of customer and business will include basic text chats and other complex functions, such as scheduling an appointment.

According to TechCrunch, Business chat “may be the most promising opportunity for iMessage’s App Store. The idea is that businesses can include some of their app capabilities within a chat."

Apple cited an example in the conference that a customer can actually choose their seats in a fight without opening a new app. Another thing is that customers can shop and buy products straight from Business chat. However, the only payment option available is through Apple Pay. Businesses can show what's in stock in their store, which will appear in chat and will also not require customers to open a separate window or app.

Business chat is expected to come along the launch of iOS 11 and was made possible with the existing Customer Service Platforms (CSP) from Genesys, LivePerson, Nuance, and Salesforce. Now, Apple is allowing developers and businesses to test out Business Chat.


Publish Date: July 3, 2017

Australia Customer Telco Customer Complaints Rising

Telecommunications Industry Ombudsman (TIO) has revealed that complaints have been piling up regarding internet connection services.

According to the latest six-monthly report of the TIO, the complaints, between June 2016 and December 2016, experienced an increased 5.5% overall that the previous six-month quarter. Moreover, if this increase is compared to the previous 12 months, the report revealed that the complaints rose up by 33.8 percent.

The TIO was handling 24,641 complaints during the June 2016 to December 2016 time period. This just shows that Australians are having trouble with their internet connections and these issues are not under the telcos. Compared to the previous year, this figure is higher than 53.6 percent.

The unhappiest customers of them all, the report revealed, were Victorians and South Australians. They were followed by the ACT and New South Wales, Queensland, Tasmania and Western Australia. On the other hand, the fewest complaints filed were from Northern Territorians.

Meanwhile, as the National Broadband Network (NBN) continues to expand their reach in order to come closer to their 2020 goal of connecting the whole country, there seem to be fewer complaints connected to the company, with only 4,309 complaints filed regarding their NBN Internet services.

If the NBN has already reached your area, it just means that their connection becomes the default pathway for voice services and its capacity. In relation to this, the TIO revealed of only having 3,203 complaints regarding the NBN's voice services in the same period. This data shows that the complaints have increased by 6.8% overall than the previous six months.

With all the increase in complaints regarding internet connections, outsourcing companies should strengthen their telco outsourcing services so that these agents can handle the influx of demands and rants even though the problem is not the telcos' fault. Moreover, agents should know by heart the guidelines of the client for them to know how to handle problems and provide great customer service.


Publish Date: June 30, 2017

Key Variables in Your Customer Experience Framework

Oftentimes, businesses focus more on providing great customer service, making them overlook on other aspects that are in need of improvement—such as customer experience.

Is customer experience still needed if they are already giving the best of the best customer service there is? The answer is yes. There is a major difference between customer service and customer experience. Customer service is only one part of the customer journey. It happens when a customer encounters problems or issues with the products or services offered and the business will do its best to resolve it. On the other hand, customer experience is the whole customer journey, the interaction of a customer and business in all stages from start to finish.

Having a solid customer experience framework is necessary to help the business grow, and Gartner research director Jane-Anne Mennella explained her formula for customer experience success during the Gartner Digital Marketing Conference.

1. Customer Experience creation

Mennella said that the basic framework comprises of 4 models: “Who, When, What and How”. Described as the first step, the "Who" model is about understanding and knowing more about your customers.

 “Personas capture the needs, the motivations and the goals for your most important clients”, said Mennella as quoted by CMSWire. “They are not made up, they are based on data and actual research.”

"When" is the key interactions done by your customers with the business in the whole customer journey. Menella said that this is the same with personas since it is designed to consider the needs, expectations, and goals of customers.

 “You must remember that clients don’t view you in silos‚ so your journey maps must depict the seamless brand experience, just as customers will perceive it,” cautioned Mennella as quoted by CMSWire.

Meanwhile, the "What" of customer experience improvement is the customer's interaction to physical and digital touch points that produces stories, services, and experiences. Lastly, the "How" is where you look into systems, processes, and data.

2. Know goals that produce positive CX results

After creating a customer experience framework, it is time for the next time: knowing useful goals. Mennella recommended that a business should start from the top.  Understand how your leadership can produce success; align with the general business' goals, and what CX metrics are compatible for support to make it all happen. Afterward, break down these business outcomes to strategic levers and macro performance metrics, then to operational levers and diagnostics, and up to the final stage, into tactical levers and optimizations.

3. Gathering customer experience data

Collecting customer experience data are needed to know which areas are in need of improvement. But where do these data come from? Menella said that the needed data is composite of Customer Voice, Customer Data, Customer Insight and Competitive Insight.

Customer Voice is the combination of direct, indirect and inferred customer feedback that can be usually found in surveys, social media, clickstream data and purchase history data. Used for personalized experiences, Customer Data is the detailed profile of the customer that is taken from CRMS, behavioral data, explicit preferences, segments, personas and data brokers.

Next is Customer Insight. This is the primary customer research and secondary aggregated data that is taken from surveys, focus groups, ethnographic research and market research services. Lastly, Competitor Insight, which is often used to compare the brand to competitors, is taken from industry indices, surveys, third party research services and competitor comparison research.

Customer experience is an important factor in the growth of the business. Since this factor covers all interactions of a customer with the business, Contact centre outsourcing should be able to provide the best of the best service there is in every stage to make customers happy and satisfied.


Publish Date: June 15, 2017

Enhancing Your Inbound Customer Experience Through Employee Engagement

Every time a lead comes up to the inbound sales department,  inbound sales representatives are given the chance to create a lasting impact on overall customer experience and build a foundation of a mutually beneficial relationship between buyer and supplier.

Inbound sales work through branding and marketing collaterals to lead the customer towards the business, meaning the lead that you are getting may be the first time they will interact with a business representative. However, 70% of all buying experiences are gathered from how customers felt while being treated. This just proves that the inbound sales team should be able to have control on customer experience right from the start. And here are ways on how to do it through employee engagement.

1. Have a customer-centric mentality in the business

Having a customer-centric vision will help inbound sales representatives to commit to providing outstanding customer experience throughout every stage of the sales process. However, to have a seamless execution and consistent vision, a customer-experience strategy should be developed for employees to take it into the heart. You should learn to empower your sales team members to impress their clients always by educating them with a structure where they can understand the initiative of the company, and feel trusted at the same time to make important decisions to create the experience.

2. Create specialised representative sales roles

Inbound sales teams are known to hit a certain number of engagements and each interaction will need time in responding to questions and doing research regarding the prospects. This time used can drain their whole work time, thus other tasks are done quickly to meet deadlines. A solution to this is that members of Inbound sales teams should be divided by the business into different focuses for them not to compromise the quality of customer experience they should be providing.

3. Team up with the marketing department for better customer journey understanding

We all know that customer experience starts from the first interaction of the inbound sales representative to a lead, but it would be best to pay attention to the marketing department to flawlessly create a customer journey map to understand customer responses and decision making. This will give an idea to the inbound sales representatives on how to act and respond to certain situations with prospects.

Creating a lasting impression to leads will need a seamless execution of a customer-experience strategy created by the business sales leaders. This customer-experience strategy should be taken to heart by inbound sales representatives to be able to incorporate a customer centric mentality in all phases of customer interaction. To know a strategic contact centre outsourcing, find out if their inbound sales representatives are dedicated enough to commit to providing the best customer experience across all stages of interaction.


Publish Date: June 8, 2017

How to Map Your Customer Journey

Customer service is an essential tool to improve the business. However, that approach is more business-focused, showing to the customers how great the business itself. A lot of businesses are focusing on planning to offer great customer service, making them neglect on how customers feel. This is where the customer journey map enters the fiasco.

Customer Journey Mapping shows the adventure of your customers in your business, which starts from the first contact, engagement, then up to the long-term relationship. The adventures placed in the customer journey map reveal the experiences of customers while engaging with your products and services. This data will give an idea on where to improve based on customer insights. But how can a business produce one anyway? Here are ways on how to map your customer journey.

1. Create a journey framework

This framework provides the skeleton of your journey mapping. However, do remember that this is different from a process map for a customer journey map uses an outside perspective, meaning everything is written through the words of the customer. Moreover, not all customers are the same, so better create segments and personas. You must segregate them into groups so you can create a framework for each for you to understand want they want and expect from you.

2. Understand the customer journey you created

There are three types of approach available for you to understand your existing journey—Mystery Shopping, Business Diagnostics, and Voice of the Customer. Mystery shopping is to have an outside perspective of your business by walking in your customers' shoes. Let yourself experience how customers feel first hand. Then, Business Diagnostics is an end-to-end expert analysis of the process of the organisation that supports the business.

Lastly, Voice of the Customer can be used as support if the first two does not work. Here, you gather expectations, prioritise it to know which is relevant, substantiate them, and analyse it for you to plot customer experience curves. Voice of the Customers can help you identify where to improve to fill in the gap of the existing and ideal journey, which is based on customer expectations.

3. Develop promises and commitments

Customer experience is known to be the gap between customer expectations and what they perceive to get. And customer expectations came from their past experiences, marketing, and branding activity. On the other hand, customers’ perception is based how the products deliver. It is important to make sure to develop promises and commitments when redesigning your customer experience so that you can reposition your brand.

4. How to design your customer journey

Customer journeys are often designed to make it easier to understand. And the programs often used are InDesign and PowerPoint. However, you should also be able to capture all the details behind the graphic. Why? Because this is not only the functional side of the customer journey, you also need to take a look at their emotions; both sides should be shown. The bottom line is that you are making a narrative that becomes the whole story fresh from the customers' point of view.

5. Changes and improvements

After identifying the data needed, it is time to fill in the gaps of the existing and ideal journey. The business will now have to identify the improvements and changes that needed to be integrated—a phase of transformation. The business will be re-inventing products and services to meet customer expectations, and at the same time provide great customer service. Furthermore, as long as the business reflects the promises and commitments made to the customers, then there should be no gap between the promises and what can be delivered.

A customer journey map is an essential tool in knowing how customers while engaging with your website. This can also serve as a guide for agents hired from contact centre outsourcing as a guide on how to engage with customers in certain situations. Since not all customers are the same, the customer journey map can show what appropriate actions to be done in order to steer customers back towards the business.


Publish Date: May 5, 2017

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