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 MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND

How To Get Published on ContactCenterWorld.com

Upcoming Events

How To Get Published on ContactCenterWorld.com

LEAD GENERATION PROGRAMS FOR VENDORS

TRAINING IN CONTACT CENTERS

INCREASE MOTIVATION - WHAT DRIVES YOU CRAZY AT WORK!

MANAGING A WORK FROM HOME TEAM - FREE ONLINE CONFERENCE STARTS IN

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Improve Your Hotel’s Customer Service with a Live Answering Service - MAP Communications - ContactCenterWorld.com Blog

Improve Your Hotel’s Customer Service with a Live Answering Service

For hotel customers, there is perhaps nothing as frustrating than having to deal with an automated answering system that doesn’t address your needs. Many times, a machine just isn’t capable of answering your question or directing you where you need to go.

For hotel owners, on the other hand, there is perhaps nothing as frustrating as losing a guest because of an automated answering mix-up. In a world of online reviews and social media posts, getting customer service right is a top priority.

Fortunately, there’s an answer to this issue that works to the benefit of both parties: A live answering service.

How a live answering service improves customer service 

The benefits of opting for a live answering service over an automated system are considerable. First and foremost among these advantages is customer service. Human beings are social animals; we enjoy the sound of a live voice, rather than a taped one. If we have a complaint, the sound of another person offering us an empathetic ear sets us at ease. It diffuses the situation, whereas, the sound of an automated system might have the opposite effect.

Additionally, the presence of a live voice sends the customer a message: We care enough about you to provide you with a real person, rather than an automated voice. If you want to earn consistent customer loyalty, this is exactly the kind of message you need to send.

Along with sending your guests a positive message about how much you value their patronage, a live answering service also allows you to more accurately assess and then address their needs. An automated system, by its very design, is limited in its ability to interact with guests. It cannot make the kind of judgments that are required to find out precisely what a guest needs and how to most effectively deliver that service.

Human beings, on the other hand, are expert problem solvers. We can anticipate issues before they arise, and adapt to new developments as they occur. An automated system can’t do any of this, and is simply incapable of matching a live service in terms of high-end customer service.

Customer service: A key competitive advantage

Here’s a fact that may intrigue you: according to Time Magazine, companies that use a live answering service have shorter wait times than companies using automated systems. This is just one more reason why consumers vastly prefer dealing with live answering services.

The truth is that customer service, especially in the hospitality industry, is a key competitive advantage. Hotels that make the process of booking rooms or calling for services as seamless and responsive as possible will receive greater loyalty from guests — along with both word of mouth and online advertising benefits. Excellent customer service can make a good stay great, and can smooth over any issues that occur during a guest visit.

The takeaway

If your hotel aims to take its customer service to the next level, consider the use of a live answering service. By using a friendly human voice in place of an automated system, you’ll have happier guests — and a sterling reputation for customer service. Contact MAP Communications today to get started on your complimentary 7-day live answering service trial.

Source: http://business.time.com/2011/08/25/customer-service-done-right-when-an-actual-human-being-answers-the-phone/

Here are some related articles you might be interested in:

Improving Your Hotel’s Customer Service

Focus on In-Person Guests: Why an Answering Service Helps in the Hospitality Industry

Preparing Your Hospitality Business for Holiday Travel with Live Answering Services

Source: https://www.mapcommunications.com/blog/improve-hotels-customer-service-live-answering-service/

Publish Date: June 15, 2017 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

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.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from MAP Communications

Recent Blog Posts:
Effective Tips for Improving Your Company’s Phone GreetingSeptember 17, 2020 5:00 AM
5 Must-Haves in Your Business Continuity PlanAugust 20, 2020 5:00 AM
Why Real Estate Agents Shouldn’t Answer Their Own PhoneAugust 6, 2020 5:00 AM
5 Times Dunder Mifflin Could Have Used an Answering ServiceJuly 30, 2020 5:00 AM
Top Reasons To Have a Spanish-Speaking Receptionist for Your BusinessJuly 23, 2020 5:00 AM
How Adding an After-Hours Call Service Can Increase Business OpportunitiesJuly 16, 2020 5:00 AM
5 Must-Have Phone Tips for Medical ReceptionistsJuly 2, 2020 5:00 AM
5 Ways to Utilize Virtual Receptionists for a Remote WorkforceJune 25, 2020 5:00 AM
Why Right Now is the Perfect Time to Use a Virtual ReceptionistApril 9, 2020 5:00 AM
How Answering Services Help Real Estate Agents Close More DealsMarch 5, 2020 5:00 AM

New 2021 Membership

About us - in 60 seconds!

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 = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =