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10 ways to improve customer experience - part 2 - Netcall - ContactCenterWorld.com Blog

10 ways to improve customer experience - part 2

In our last blog we gave you our tips to improve customer experience, from a recent webinar in association with Call Centre Helper. If you missed the last blog, click here to recap. In this blog we summarise points 6 - 10. Click on the title to learn more about each one.

6. Update your queue handling by using customer focused options.

Your customer's experience starts as they dial and come through to your IVR. Using ‘press 1 for…’ (DTMF) is no longer a customer-friendly option as many will be using mobiles. Consider using speech recognition instead, so your customers can ask for what they want.

7. Plan for end-to-end technology.

With so many technology vendors, it is tempting to add a single-purpose solution. This is a bit like using technology as a plaster. You may gain small improvements but the lack of integration will affect your customer experience. Take a step back and consider your whole strategy.

8. Improve service and productivity with a 360° agent view.

67% of agents use 3 or more applications.** This slows speed-to-answer by 73%, call abandonment rises by 34% and wrap-up is 23% longer. A 360° agent view gives them all the information they need at their fingertips, improving CX and performance.

9. Use Agent Guidance to enable teams to multi-skill and multi-task.

Your contact centre answers many queries on wide-ranging subjects. So training your agents for every task and outcome takes time. Agent Guidance makes it easy. It allows you to offer faster, high-quality training and then on-going support at their desk.

10. Quick wins

  • Test all contact journeys - Don’t wait until a customer complains. Regularly test your contact journeys and fine-tune the routing. Including prompts in the queue and on the web.
  • Prioritise messaging by urgency and importance – Use your IVR menu to identify the highest priority. So you can deal with the most urgent customer needs first in the menu.
  • Use callbacks and web abandonment – Use callbacks to reduce your call abandon rate and avoid keeping your customers on hold for long periods of time. Cart abandonment on your website can also increase your revenue.
  • Test web forms to avoid complexity – Ensure your web forms are easy to use and only request exactly what you need to know.

You can also watch the full recording of the webinar here.

**ContactBabel

Source: http://www.netcall.com/blog/10-ways-to-improve-cx-p2

Publish Date: April 11, 2017 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



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10 ways to improve customer experience - part 2April 11, 2017 5:00 AM
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