Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Your Customers Are Chatting: Insights from the Front Lines - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

Your Customers Are Chatting: Insights from the Front Lines

At our May 6 webinar, “Your Customers Are Chatting, Are You Still Talking?,” HGS VP of Solutions and Capabilities Mandeep Kwatra dispelled some myths about chat and provided details on how to pivot to this platform from other service channels. Alon Waks, Global Head of Marketing at LivePerson also shared some insights on chat as a CX must-have.

A record number of attendees took part in our webinar polls, sharing their chat benchmarks. Our first poll asked, “What is the status of your brand or company in providing chat as a channel for interacting with customers?” Responses were evenly split among “Implemented as a standalone” (30) and Implemented as an integrated channel of service (39), with 0 attendees responding that “Chat doesn’t offer much benefit.”


Sponsor message - content continues below this message

2021 '16th annual' Global Contact Center World Awards CLOSING SOON!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar

FIND OUT MORE HERE


Content continues ….

Per poll two, we also found that 49% of our attendees provide between 2–5 channels for their agents to access for service, with 33% of respondents providing more than 5 channels. “This isn’t a new scenario,” Kwatra noted. “As organizations grow, different systems come in and customer information is sitting in different places. So a lot of companies fall into the two to three systems category leading up to five or more.”

As part of our Q-and-A session post-webinar, our experts shared more insights:

Q1: When is it okay to use auto chat with customers?
Mandeep A: Automated chat is typically useable in low-value interactions, where you can have more straightforward answers to queries. For example, “I want to know where your nearest store is,” or “I want to know about your return policy.” These scenarios are fairly standard in their process, and you need limited customer information to create a trouble ticket to complete the transaction. These are some of the scenarios where you can deploy automated chat.

Q2: Would you say that having chat services available helps decrease call volume and how can you measure this?
Alon A: First of all, the natural tendency of people today is to seek sales and service on digital. In fact, 58–60% of journeys start on digital. When you enable the channel to be effective and responsive and personalized, you will significantly reduce the amount of call volume, possibly by 40%. When you use chat analytics to gain voice of the customer insight, you can reduce repeatable chats. If you know that certain questions are commonly asked or certain interaction patterns repeated, you can provide significant content information on the website that addresses these questions or repeatable patterns. For example, if you saw that a question such as “ “Will this family plan also give me mobile replacements every year?” is asked with some frequency, you can add it as an FAQ that automatically pops up at the right point in the customer journey. When you go digital, you can respond more effectively to inquiries, some of which can be addressed through chat or self-service.

Q3: Should chat only be in English or can it be multi-lingual?
Mandeep A: Chat can be multi-lingual, as well. A lot of companies have adopted chat more as an English language platform. But there is a demand that is building up to make it multi-lingual and there are several platforms that provide very accurate automated translations. My recommendation is start with English, get it right and then add more languages to it.

Source: http://www.teamhgs.com/blog/your-customers-are-chatting-insights-from-the-front-lines/

Publish Date: May 11, 2016 5:00 AM


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018 5:00 AM
3 Ways Social Media Can Make (or Break) Your CXJune 12, 2018 5:00 AM
How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018 5:00 AM
3 Ways the Cloud Opens Horizons for CXAugust 3, 2016 5:00 AM
Turn to BPO Experts for Better Workers’ Comp OutcomesJuly 27, 2016 5:00 AM
5 Traits of Customer-Obsessed CompaniesJuly 13, 2016 5:00 AM
Combine AI and the Human Touch for Exceptional Customer ServiceJune 29, 2016 5:00 AM
CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce EffortJune 15, 2016 5:00 AM
Payers Seek Cost, Integration Efficiencies in a Value-Based WorldMay 18, 2016 5:00 AM
Your Customers Are Chatting: Insights from the Front LinesMay 11, 2016 5:00 AM

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =