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Three steps to matching customer expectations - Netcall - ContactCenterWorld.com Blog

Three steps to matching customer expectations

Different generations prefer different channels of communication. When you match the most effective channels, by age and value, to your target audience, the potential to improve resolution rates multiplies.

Your marketing team have typically practiced customer segmentation already. When Customer Service use this information to match customer communication expectations by channel, it is likely to require a new outlook.

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Gain competitive advantage and differentiate your offer with the way you deliver customer service and radically improve efficiency. There is no reason to offer all channels necessarily, rather choose the ones that best fit the customer needs and your ability to offer them.

  • Use Generational Research (such as Dimension Data or ContactBabel) to develop a future-focussed framework which will support you to plan and then provide, easy to use, convenient and personalised services
  • Conduct ongoing customer surveys and agent feedback to gain needed insight to fine tune your channel offer.

We offer 3 steps to improved productivity and customer experience (CX) management.

Step 1: Analyse your customers

  • Are you confident you understand the interaction complexity, level of reassurance and the urgency of any event?
  • What is the impact and cost of a failed contact? Our research shows when they have not received resolution, 42% of customers will call and request to speak to the supervisor
  • Monitor the purchasing power, and match the cost to serve with the segment profitability, it is just good business
  • Invest in segments which will deliver your future growth.
  • Scripted guidance improves consistency
    • Empower your agents. Provide them context and information to ask the correct questions and deliver the highest possible first contact resolution
  • Monitor process bottlenecks
    • As peaks appear identify whether it is business as usual or due to faults/issues in the process. As you find efficiencies, implement them
  • Automate alerts between departments and break down those silos
    • Providing updates and triggers keeps the process moving and reduces frustration for agents and customers
  • Monitor progress and share the successes and concerns with your team in real-time
    • Everyone likes to win, help all the team to see how their efforts are making a difference
  • Take the team with you! You may have five generations in your team now, keep in step and be open to internal change too.

Step 2: Match channel to task type

  • Make tough decisions, if a channel is not profitable find a way to close it
  • Reassure customers, clearly demonstrate how they are able to access services in an alternate way
  • Use proactive communications to avoid contact. Contact them before they need to contact you, use cost effective SMS, email or voice outbound. In fact 73% of customers believe a proactive reminder could have helped them (Nuance)
  • Reduce costs and improve productivity.

51% of webinar respondents said that siloed use of technology was their biggest hurdle to meeting customer expectations.

Step 3: Map your work processes

There is a temptation fueled by social hype to offer more and more channels. Instead, focus on the match between specific channels, transactions and demographics, which will deliver successful outcomes for both customers and agents. Appropriate channel choices will:

  • Improve productivity and reduce your cost to serve, as correct channels provide the best possible first contact resolution
  • Provide a foundation for future channel requirement planning.

The journey to omnichannel is demanding. It requires that agents follow every interaction by journey, no matter the channel. This means that over time your customer’s lifetime of journeys is immediately available enabling agents to see the full context and improve their service and support.

Source: http://www.netcall.com/blog/three-steps-to-matching-customer-expectations

Publish Date: August 15, 2016 5:00 AM

 1

2021 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



View more from Netcall

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