Smart businesses know that today’s VIP customers aren’t simply a select group of people. They include every customer.
That premise presents a new set of challenges that requires businesses to consistently deliver high-end personalized service to every person who engages with their contact center. Without the right tools or resources, companies risk disappointing customers. Yet, the stakes are high enough that failure can’t be considered an option.
“Companies are confronting some scary numbers,” says research firm Forrester. “Customers who experience disgust, anger, or a feeling of neglect during a brand interaction are about eight times more likely not to forgive that company.”
Thus, contact center managers must find ways to create a VIP experience in every customer interaction. Forrester believes one-third of companies in the B2C market will make changes in their business structure in the next year to get closer to their customers and more effectively compete on the basis of experience. To do so, they’re expected to aggressively shift their IT budgets to invest in technologies that enable more personalized experiences.
How can you rethink your contact center interactions to ensure every one of your customers gets the VIP treatment? Start by giving every agent access to tools and customer insights that elevate the level of interaction. Then, follow these three practices to roll out the red carpet.
Go Above and Beyond
When you make the effort to know your customers and anticipate their needs by referencing information like their purchase history, past support interactions and communications preferences, you’ll create positive, memorable interactions. With access to accurate CRM data via screen pops, your agents can tailor interactions to each individual caller.
But to go above and beyond, you’ll need big data and predictive analytics to uncover the kinds of insights that will enable your team to anticipate customers’ needs and proactively deliver service that surprises and delights. One example - executives can gain an edge over their competition when they’re able to use call center statistics to gain insights into customer buying patterns and communications preferences – data that can, in turn, guide more effective marketing strategies. For example, customers who routinely contact your support team through your website or social media channels may be more responsive to digital marketing campaigns than those who prefer to connect via the phone.
Find High-Value Moments to Connect
Smart businesses are already hard at work building a consistent, multi-channel contact center experience, and while they’re giving customers the power to choose how to connect, they’re also ensuring these communication channels are integrated. This single view of all interactions makes it easier for your agents to efficiently deliver top-notch care.
To take this experience to the next level, however, you must identify the “critical steps in journeys where customers are paying the most attention, are most anxious, or appreciate value the most,” says Forrester. Look for situations where you can provide added value, such as offering to help them complete a complex form online. Then, you can focus on delivering a personalized experience at just the right moment, when you’re most likely to exceed your customer’s expectations.
As you roll out new programs to deliver a higher-level of customer care, be sure to embrace an agile mindset. With real-time and historical reporting, you can harness contact center data to analyze interactions and review and revamp processes in real-time. Follow-up surveys also provide a source of continuous feedback.
As you embed these tools and practices into your contact center, you’ll find it easier to deliver the kind of VIP treatment customers will notice and remember. Over time, this will pay off for your business in a big way as customers return, spend more and, best of all, refer their friends.
Learn more about ShoreTel’s contact center solutions.
Publish Date: February 9, 2017 5:00 AM
Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.
Agents can also manage their scheduling need...
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|3.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700
SPEED & PLUS
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.
*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 Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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