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CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce Effort - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce Effort

Posted by Lauren Kindzierski

HGS recently released a white paper on this year’s 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect Disrupter No. 1, Reducing Customer Effort, highlighting five strategies designed to reduce the burden on the customer for an improved and more frictionless CX to ultimately drive a higher CSAT and NPS score for your business.

Leading to Low Effort

What do customers really want? It’s an efficient, satisfactory solution to their queries, according to a recent study conducted by the Corporate Executive Board and published by the Harvard Business Review. The study demonstrated that reducing customer effort increases the likelihood that the customer will return, increases the amount they will spend and increases their propensity to speak positively about the company – in other words they will become more loyal. The research also states that low effort scores led to a 94% likelihood to repurchase and an 88% chance to increase spend. All the more reason to initiate these five strategies for a better CX:

  1. Ensure self-assessment of customer service processes. Self-assessment is a great way of understanding the effectiveness of the customer experience process. A customer journey map will determine where you are at in your digital transformation. At each customer touchpoint, how much effort are customers putting forth? The right map will cover all digital channels: text, chat, web, and social, as well as voice. Review the entire customer journey for an apt understanding of processes that push customers to invest too much effort. Only then will your digital transformation strategy address your greatest CX weaknesses—those processes and pain points that exact the most customer effort.
  2. Analyze the voice of your customer. Gather, act, and analyze customer feedback to ensure your understanding of high- effort touchpoints. This analysis should reach all levels of CX—beyond customer surveys, for the most comprehensive, detailed feedback (that also reflects your digital delivery). Compile customer chat transcripts, text messages, and emails, as well as customer surveys, to decode customer input with analytics.
  3. Take a more strategic approach to self-service. Self-service should be the foundation for future customer interactions, with agent assistance integrated in seamlessly when it adds value to the consumer’s interaction. Keeping up means focusing on outcomes, like measuring the effectiveness of FAQs in terms of resolving customer issues and applying interaction analytics to top contact driver analysis. Aim for a smart, seamless user experience that drives automation first. For example, FAQ resolution measurement can reveal important structural challenges to predictive resolution to customer queries, such as pushing out how-to videos. At HGS, we’ve measured and rebuilt self-service for one client to design a device-agnostic platform, for a resulting 97% query resolution rate online, in just 90 days. Comprising knowledge management, CRM, and analytics capabilities, this DNA tool empower self-service and addresses customer queries at the earliest touchpoint, for optimized customer experience. These types of strategic tools and innovation will streamline and simplify your customer experience to help customers find the information they need quickly and efficiently.
  4. Get ready: The bots are coming. It’s important to embrace the disruption—those innovative tools that add automation to your self-service delivery. Today more third-party providers are focused on automation for more efficient and cost-effective workflows. This means bots—the delivery method of robotic automation. And bots bring real outcomes—cost benefits and improved efficiency over manual process handling and ability to leverage application software without integration. In the front office, automation is improving experiences for customers by getting them the right answer, fast. In fact, HGS has been able to employ bots to unlock for our clients results like reduced processing time by about 75% in some of the processes. And you aren’t losing out on tone of CX delivery—today’s bots use natural language so customers never know there isn’t a live agent behind delivery. Autotext, autochat, autosocial: Add this innovation to your self-service delivery, for CX that meets today’s demand.
  5. Employ digital for proactive, optimized CX. Digital tools are breaking barriers in terms of redefining the customer experience. For example, with SMS service delivery, businesses can make transformational improvements in customer experience, with alerts and prompts, such as bill payment reminders, order status updates, and warranty expiration notices. Today’s innovation is geared toward this level of proactive service, which ultimately boosts CX and also drives significant operational performance improvement.

These five straightforward strategies will help your customers get the right answer, fast, for optimize customer experience. Reducing your customers’ effort will allow your company to focus more on your core business and aim for higher quality work with relative ease.

Source: http://www.teamhgs.com/blog/cx-trends-forecast-disrupter-no-1-5-ways-to-reduce-effort/

Publish Date: June 15, 2016 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
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.
PH: +1 888-946-6878

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

3.) 
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.
PH: +1 512-872-7565

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
 



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