In the last few years, since the bots have arrived on the customer service scene, companies are in a constant quandary as what to do- whether to give more space and responsibilities to this Artificial Intelligence device called a bot or to stick with the time-tested approach of human intervention? Brands have been quick to adapt to this new technology but customers crave for human contact. We interviewed some of the customers we serve in our call center outsourcing company to understand why and it revealed some very interesting facts.
Humans prefer talking to humans, not machines
When customers call customer support, they are looking to speak with a live human. They preferred narrating their experience to customer service outsourcing agents who offered them effective and lasting solutions. There were very few customers who after getting in touch with the customer support department, showed their inclination to engage with bots. They were just not interested in having a conversation with a machine. Some of them even got offended when given the option to interact through a bot.
It is evident that relying on bots too much may help you cut corners in short term but admittedly it is a huge turnoff to explain yourself to a machine and will ultimately send your customers running for the hills. There is a general impression among customers that these computer-aided tools can never match the skills of a real agent. Hence, this creates a lack of faith in such systems.
Real issues need real call center agents
Talking of complex and technical issues, you can’t do without human intervention. On average, most of such calls made to the customer support service are unique and need discussion with live call center outsourcing agents who are capable of logically understanding the customer’s problem and accordingly react and adapt to the situation to resolve the issue. Artificial intelligence driven applications and programs are as good as the information that is fed to their databases and while it can regurgitate information from a knowledge base for a standard routine query, it cannot use that information to come up with a solution or troubleshooting to a complex or technical problem. Chatbots are incapable of thinking out of the box, at least for now.
Chatbots cannot empathize
Chatbots cannot soothe the frayed nerves of upset customers. A live call center outsourcing agent, on the other hand, can empathize with an unhappy customer to calm him down and get to the issue much faster. Customers reported that they feel the Chatbots sound pretty insensitive and their lack of empathy makes them uncomfortable in discussing personal or delicate matters with them such as a health issue or a financial trouble they may be going through. It is pretty often that customers discuss such matters with customer service outsourcing agents, which aids in building a rapport with customers. This impacts customer experience and satisfaction.
Security concerns Security risks
In the last few years, there has been a lot of debate regarding consumers’ data security. Hence, the onus lies on companies to assure their customers about how they store and use their data. There is a palpable trust deficit that is hampering the adaptability of artificial intelligence driven tools such as Chatbots. For Chatbots to work efficiently and more sophisticatedly, brands need to store customer data, however, customers apprehend data breaches or getting their information stolen by hackers. Another major concern is that they fear that brands may share their information with third parties without their explicit authorization. This is why majority of the customers don’t even submit personal information. Because of the lack of trust issues, a good number of consumers are afraid to give their personal information to a Chabot.
Customers don’t trust Chatbots while purchasing high-value items
There are specific situations where customers find Chatbots inadequate. Customers would not trust a Chatbot if they are purchasing an expensive item, primarily because they are apprehensive about the Chabot making a mistake. If the query is related to an ordinary sports shoe, a comparatively low-value item, customers may not be averse to talking to a bot but imagine when the customer wants information related to an expensive $20,000 Rolex watch, rest assured the customer wouldn’t buy before a detailed discussion with a live customer service outsourcing agent.
Not usable and accessible for all
Old customers, especially people above 65 years have shown discomfort in using Chatbots. Older generation does feel overwhelmed by new technology and are resistant to depending on it as their foremost source of assistance. They would much rather talk to a live call center outsourcing agent. People with disabilities also feel challenged by latest tech.
You can’t do without a Customer Service Agent
The million-dollar question remains is which medium to adopt and why. Here, the most important thing will be to identify the customer’s actual needs.
At the beginning itself, it needs to be established whether the query is more in the line of Q&A format conversation or a discovery process? A bot can handle simple FAQ kind routine questions, because it involves data and provided it is designed well, this computer-aided device can tackle such operations efficiently. However, if a customer is looking for an informed recommendation, a Chatbot will be futile. What is needed is a detailed discussion with the call center agent who can understand his needs.
For instance, to keep the things in the right perspective, take an example of a customer who wants to know in detail about the cancellation policy of a gold- gym membership as opposed to knowing about the workouts and a fitness plan with their gym- trainer. Seeking information about the gym membership is generic which can be ably handled by a bot but speaking to the trainer to devise a custom made set of exercises, the customer is banking on the trainer’s professional expertise which needs a human touch and a machine can never satisfy the prospective client who may have more than few doubts.
Despite Chatbots becoming advanced and sophisticated tools, the fact remains that it cannot replace a human customer service outsourcing agent. Around 83% of consumers acknowledged in a survey that they anytime prefer human interaction over digital channels when they are looking for solutions to their customer service-related issues.
Chatbots have limited role
It’s not as if chatbots are completely useless. They can still be used but in limited and in specific cases. So, when we have issues related to payment updates, compliance issues, due dates, anything which has numbers – you can pass on such queries to a bot. Here, we are dealing with issues that are either right or wrong and you want to be 100% sure the data is correct for the end-user.
Brands are under a lot of pressure to enhance the customer experience and sometimes they adopt new technology without even giving a serious thought whether the evolving technology will make them more efficient or not. Most of the customer-related queries pertain to some huge deficiencies on the part of the company and would need an animated one-to-one interaction with the customer care agent.
At the same time, there are some routine issues related to payments and FAQs that could be easily tackled through a bot. Therefore, the future of call center outsourcing belongs to the harmonious blend of human intervention together with the Artificial Intelligence device like a bot. In the end, it will be apt to say that your chatbot and customer service team should work in sync to create a seamless customer service experience.
Publish Date: February 12, 2020 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||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.
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|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
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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.
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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...
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...
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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.
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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-...
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...
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.
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4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
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.
|12.)||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.
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.
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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.
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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.
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.
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QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
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Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
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