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
You can also watch the full recording of the webinar here.
Publish Date: April 11, 2017 5:00 AM
|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
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.
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...
PH: (+61) 406 501 368
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.
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
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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