It’s no secret that the holiday season is often the busiest time of the year for many businesses. In fact, 20-40% of annual sales for retailers are generated over the last two months of the year, so the pressure on holiday retailers is high. For many customers, the way in which a company delivers its customer service determines whether they choose to give that company their business. The bottom line is poor customer service costs money, and customers are willing to abandon your brand even after a single negative experience. Let’s take a look at some of the factors that create such a challenge for call centers this time of the year and the solution that is primed to deal with them once and for all.
While the holiday shopping season equals more sales opportunities, it also means that call centers experience a giant spike in call volume as customers flood the lines with all sorts of inquiries, questions, and complaints regarding their purchases. If these spikes are not efficiently managed, this can result in a corresponding spike in dropped calls and long holding times that leave customers unsatisfied. More than any other time of year, customers just want to get answers to their questions as quickly as possible so they can check off their holiday shopping list. You need to take into account that people will hang up when they can’t reach a live agent, and 45% will drop an online purchase if their questions are not speedily answered. You begin to understand that, while the holiday season may be a fun time for shoppers, it’s make or break time for businesses depending on how well they are set up to manage these spikes.
Call time isn’t the only thing consumers are concerned with. They also pay attention to whether customer service reps answer questions effectively to resolve problems. In fact, expectations customers have for contact centers tend to be even higher over the holidays than they are the rest of the year. However, when the hold times begin to grow, and the customers’ patience starts to run out before they even start the conversation, it only makes the agent’s job increasingly harder, and more unlikely to meet those expectations. Put it all together, and it’s no wonder a comprehensive solution is crucial to take advantage of high volume surges like the holiday shopping season so that retailers can celebrate as well.
Today, with over 1 billion smartphone users worldwide and growing, web self-service is now the most commonly used communication touch point—the first and only channel ever to exceed the phone. However, Voice IVR’s has severe limitations that drive customers crazy, including the endless menus, confusing options, poor voice recognition, limited ability to collect information and more. Therefore, despite the widespread investment many brands have made in Voice IVR, many customers are calling anyways, especially during the holiday season. In fact, studies show only around 20% resolve their issue on their own without calling a contact center. Therefore, for many companies, the trend towards Visual IVR is more critical than ever for efficient call center management, and today the provider used by more organizations globally than any other is Jacada.
Today, 84% of customers report frustration when agents lack access to the necessary personal information which is required to address their question. On the other hand, Jacada Visual IVR delivers a personalized customer-specific digital experience to voice callers, allowing customers to transition from the digital channel to the agent with full context, significantly reducing call handle times and improving self-service success rates by more than 10% based on their deployment at Fortune 500 companies around the world.
Jacada Visual IVR enables agents to pivot an inbound call to a digital interaction and thus surface all of a brand’s digital assets, in a single location, to voice callers. This significantly increases the chances that customers will also pivot and utilize a company’s various digital assets to efficiently solve all their self-service their needs.
Jacada Visual IVR enables a cross-channel customer service presence, offering customers a seamless transition from self-service to assisted service, whether on the web, mobile or voice engagement, while consistently maintaining the context of the customer’s original intent.
Jacada Visual IVR deploys the Jacada Intelligent Assistant, an interactive virtual agent to guide the digital customer journey. Available 24/7 across all channels, the Intelligent Assistant utilizes natural language processing which allows it to understand the intent of the customer and intuitively help customers with all their sales and customer service support related needs.
Despite the challenges of the holiday season, call centers that adopt the most beneficial solutions, such as Jacada Visual IVR, to best assist their customers, employees, and companies as a whole, can fully take advantage of the holiday season, and turn into one to be truly celebrated.
Publish Date: October 6, 2017 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
|2.)||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.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
|5 Ways Intelligent Automation optimizes customer AND agent experience||October 18, 2019 5:00 AM|
|What's a Multimodal Customer Experience?||October 15, 2019 5:00 AM|
|Why Isn't Natural Language Understanding...Natural?||August 29, 2019 5:00 AM|
|Interactive Video: The Rise of RPA Bots in Customer Service||August 28, 2019 5:00 AM|
|Your Front is different than your Back||June 6, 2019 5:00 AM|
|Obstacles Contact Center Agents Come Across During Interactions||May 23, 2019 5:00 AM|
|Smart Solutions Resolve Call Center Operational Issues||May 21, 2019 5:00 AM|
|Companies Push for Digital to Enhance Customer Journey||May 16, 2019 5:00 AM|
|Companies Use AI to Enhance Customer Service Experience||May 14, 2019 5:00 AM|
|Has Intelligent Assistance entered the trough of disillusionment||April 11, 2018 5:00 AM|