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3 ways to beat expectations with customer service - Nuance - ContactCenterWorld.com Blog

3 ways to beat expectations with customer service

Customer expectations continue to evolve as consumers become more comfortable with various self-service technologies. Consumers are learning to adapt their interaction patterns to the channels more convenient for them and starting to assume that companies have access to at least the same level of information about their preferences, their accounts and past interactions.

As we can see from McKinsey & Company’s recent report on “Winning the expectations game in customer care,” this desire for personalized experiences, immediate resolution and convenience at all times has turned into a heavy burden for customer service. Many companies cannot currently deliver seamless customer interactions or consistent experiences across different touchpoints, so organizations are struggling to meet customer expectations and increase revenue.

Upon closer examination of the report’s findings, some natural questions might come to mind:

....NOTE - content continues below this message

INVITATION

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....CONTENT CONTINUED BELOW

  • Is it possible to exceed customer expectations with exceptional service?
  • What can be done to push the long-term benefits of exceptional service to the corporate bottom-line?
  • What are the first steps to adopting exceptional service?
  • How can companies discern between fads and truly lasting trends in customer service?

No matter where your organization is in terms of experience customization, usage of virtual assistants as gatekeepers for critical channels, agent skills building or technology investments, having the right mindset is key to finding quick wins and aligning your business towards this quickly evolving landscape. Here are three ways to start redirecting your customer service strategy and start paving the way for new opportunities:

  1. Go beyond cross-channel data exchanges: While technologies like CTI allow you to pass data back and forth between channels, think about how to share the context of the last interaction. For example, if I’m in the middle of a transaction and get transferred, call centers should include data on where I failed, how many times I tried and what steps to resolution have been skipped. That way, agents can continue the conversation seamlessly, without having to ask users to explain – once again – what is it they need.
  2. Be proactive, proactive and proactive: Virtual assistants and chatbots provide a fantastic way for customer to engage in a self-service conversation. However, most systems rely on customers to start the conversation and provide relevant information. Consider leveraging outreach strategies from other channels, such as email, outbound calls and even mobile notifications. As soon as you identify a relevant pattern for your users, have your assistant proactively reach out to the customers in their preferred channel. By being proactive, you may be able to solve a need they didn’t even know they had!
  3. Customize multi-channel actions: While customers’ needs and goals might be similar across various channels (web, phone, email, mobile, etc.), the resolution of that goal might need to be different based on the channel. For example, if I interact with a virtual assistant over the web, it might be appropriate for the system to help me navigate through visual content to reach my goal. But the same request over the phone might be better served via a visual IVR interaction. And querying a request via mobile app would be better handled as a conversation with a live agent.

Where ever you are in your journey to delivering exceptional customer service, implementing a cross-channel data exchange, being proactive and providing customized actions can only increase customer satisfaction and your company’s bottom line.

Source: http://whatsnext.nuance.com/customer-experience/exceed-customer-service-expectations-with-proactive-customization-data/

Publish Date: December 2, 2016 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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