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
[HIDE]

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

Chai Domingo
Director, Contact Center
339
Richard Kimber
CEO and Founder
36
Kseniia Kasimova
Chief Marketing Officer
2
Chloe Wang
Digital Marketing Specialist
3

​Customer self-service – has it gone too far? - Netcall - ContactCenterWorld.com Blog

​Customer self-service – has it gone too far?

Everyone wants loyal customers. They buy more, they pay more for your services, they are your advocates and they have fewer complaints. When you think of loyalty, what emotions immediately come to mind?

71% of contact centres see driving operational efficiency and cost savings as their number one priority for 2016.

You need solutions which help you to meet your productivity and cost savings targets. Often the most popular response is to move customers to self-service. They do the work, they achieve their goals, the organisation is more productive and everything is good – or is it?

Forrester advises that as companies strive to break ahead of the pack and gain a competitive edge through the quality of the CX they provide there will be a battleground shift to new areas like emotional experiences. (Predictions 2015: The Race From Good To Great Customer Experience Heats Up)

The hidden cost
When self–service becomes the only way customers can transact with your organisation, previous opportunities for sales may have slipped through the net and now you are missing revenue targets. Any additional customer needs may then fall into the hands of your competitors.

Refocus on cross-sell and up-sell
There are two sets of tactical tools as you work to reconnect with your customers and re-engage with them in a more personalised experience.

  • The most professional processes and technical delivery
  • A secure and consistent emotional experience

When processes and technologies fail, any investment you make on your emotional connection is likely to be lost. For example, if your loyalty card does not register the points/provide the rewards, its purpose is undermined. We recommend that you first check your processes and technology.

Ask yourself:

  • Where historically did you gain the greatest cross-sell and up-sell opportunities?
  • How have you moved these processes to self-service?
  • Are all those self-service processes still fit-for-purpose?
  • Given that other routine tasks have been eliminated, evaluate where you would have agent capacity to handle revenue generating tasks in person, no matter the channel. Only switch to self-service during peak times
  • On all appropriate responses, give your agents an identity to create personal connections especially on social media
  • Use technology to monitor self-service actions and provide status updates e.g. ‘thank you for your order’, ‘thank you for updating your details’ etc.
  • Harness your data and create a 360° view to intervene at process bottlenecks or critical times in your customer’s journey.

Customers expect your processes to be flawlessly executed, they will remain loyal and repurchase when value is clearly demonstrated. Organisations that provide unforgettable effective experiences are on a journey to secure their success, now and in the future.

Increasing customer expectations and ease of switching providers mean that growing closer to customers is essential to grow loyalty and increase retention. Use these pragmatic steps to ensure that the relationships you foster have a steady foundation of efficient and consistent process outcomes.

Read our infographic to learn more about the changing expectations of customers.

Source: http://www.netcall.com/blog/customer-self-service-has-it-gone-too-far

Publish Date: July 25, 2016 5:00 AM

 1

2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Happitu

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. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

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...
(read more)
PH: 833-427-7488

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for 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

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 



View more from Netcall

Recent Blog Posts:
How to secure more budget for your contact centreMay 9, 2017 5:00 AM
Liberty Contact Centre is certified for Skype for Business Server 2015May 2, 2017 5:00 AM
4 best practices when moving your contact centre to the cloudApril 28, 2017 5:00 AM
Agent journey mapping: the secret to even better CX?April 18, 2017 5:00 AM
10 ways to improve customer experience - part 2April 11, 2017 5:00 AM
Complaints about nuisance calls are rising - help customers welcome your callsJanuary 18, 2017 5:00 AM
Three stages to achieve end-to-end customer experienceDecember 22, 2016 5:00 AM
3 Tech Investment Trends in Contact CentresDecember 15, 2016 5:00 AM
Identify individual training needs for each agent – without management burnoutNovember 28, 2016 5:00 AM
Three steps to matching customer expectationsAugust 15, 2016 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 =