Do you call a company first when you have a question? Probably not. I know I don’t. A company’s website is the first place many of us head to when we have a question. This makes sense as research shows that people want self-service that allows them to get answers with minimal hassle. We like to do it ourselves! As such, the IVR is no longer the stand-alone channel for customer service nor the default source of help.
While this shift may seem like good news for the IVR and call reduction, that’s not always the case. Many consumers can’t find what they need on the web despite stacks and stacks of information. And when they can’t find the information they seek, they turn to the contact center. To counter this, and in order to provide the best overall customer service experience, it’s imperative companies align service channels and ensure their websites complement the IVR.
When customers call the contact center after not being able to find what they want on the website they are likely to be agitated and frustrated. By enabling customers to help themselves online, companies can reduce call volumes in the contact center and improve chances for first call resolution – while making customers happier and allowing agents more time with customers who truly need it.
There are many initiatives designed to improve the web experience, from improving site design and search capabilities to adding a web chat feature. But the modern, future-forward approach is to utilize a virtual assistant. You’ve seen them pop up on various websites. Intelligent virtual assistants are accurate, fast, and help to streamline the customer experience not only online, but also when customers need to speak with a live agent either via chat or by phone. The best virtual assistants deliver on three fronts: Speed, Accuracy, and Containment.
One Nuance customer, Windstream Communications, implemented a virtual assistant on their website and saw benefits extend to their call center and agents:
Adding virtual assistants greatly improves the customer experience and helps consumers either refine their question or avoid calling all together – both of which drive increases in first call resolution success. Companies that seize this and take a holistic approach to their customer service channels, like Windstream, can drive synergies with their IVR and see benefits they didn’t expect. Stay tuned for the final first call resolution initiative in coming weeks!
Publish Date: October 4, 2016 5:00 AM
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Giving consulting services to call centers
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Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
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Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
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Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
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Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
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Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
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Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
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Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
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