What are two things that bother you the most when contacting customer service? Chances are you would say having to remember your username and password for each account and being put on hold to wait for the next available representative. But with many brands, you will not have to experience those concerns anymore. You may have even experienced one or the other of the following innovations that have made customer engagement worry-free.
Voice biometrics is transforming the contact center experience. And as we race towards one billion enrollments and a market size of $44.2 billion in 2021, we’re seeing security and ease of use as major drivers for adoption.
Virtual assistants are becoming more popular for brands as consumers realize their convenience and brands cash in on the savings they provide. In fact, unique active consumer virtual assistant users will grow from 390 million in 2015 to 1.8 billion worldwide by the end of 2021. Here are two of the major reasons why this growth is occurring:
As mentioned before, you may have at one time or another experienced either a virtual assistant or authentication through voice biometrics; but have you experienced both together? Have you interacted with a virtual assistant and been asked to verify your account just by speaking or using face recognition?
Now you can!
Adding secure authentication to virtual assistant engagements allows enterprises to address a broader range of customer questions without requiring complex passwords or PINs. Nuance has offered this benefit through Nina ID since 2012. Nina ID uses voice biometrics to confirm the identity of the user by the sound of their voice, while at the same time fighting the increase in fraud that today permeates not only online channels, but phone, mobile, SMS and more. Meanwhile, the customer is still receiving the best in personal self-serve assistance via Nina.
And now, Nina ID 2.0: In addition to using your voice for authentication, you have the option to simply take a selfie. Nina uses AI-powered voice biometrics and face recognition to confirm the identity of the user by the sound of their voice and/or their face. Clearly, Nuance has the customer in mind when creating customer experiences, as is evident in Nina ID 2.0. With immediate engagement, strong security, seamless authentication, and active fraudster detection, customers can feel confident in their relationship with a brand.
To read more about this exciting news, find the Nuance press release on Nina ID here.
Publish Date: December 16, 2016 5:00 AM
"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.)||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.
|4.)||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...
|5.)||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.
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.
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
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
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