Is the Loch Ness monster real? Some say yes, some say it’s a myth. Myths don’t only exist in the realm of fantastical creatures, but also in the more down-to-earth world of customer service. Let’s take a look at five customer service myths that we frequently hear at Nuance and provide a reality check that may offer some clarity for businesses trying to optimize the customer experience.
Social media is one way to get customer service, but may not always be the fastest method, as responsiveness will depend on the investment in and staffing of customer service for social media channels by a particular company. If the company has one customer service rep handling all social channels, and 100 reps handling the voice channel, you might expect a faster resolution on the voice channel, don’t you think?
Handling channels in a siloed manner is exactly what customers do not want! Today an omni-channel approach that seamlessly blends various channels, and maintains context and history as a consumer moves across those channels is key to high resolution rates and positive customer satisfaction and experience. Integrating multiple channels for a seamless consumer experience is one area in which the Nuance professional services team offers immense experience.
Maybe in a millennium from now when robots have taken over the Earth, there won’t be any live agents. However for the foreseeable future, there will continue to be a mix of purely automated self-service and human assisted self-service. For many scenarios, resolution rates are high when using automation for customer service. In other scenarios, like very noisy environments or extremely complex consumer needs, humans will be there to assist the automated environment to bring an issue to resolution. Examples of this at Nuance are our Automation Assist offering for IVR and our technology to enable the Nuance Nina virtual assistant to escalate to live chat agents when appropriate.
Really? Do the words cross-sell and up-sell mean nothing? There is absolutely an opportunity through the customer service process to generate revenue. When a customer has a service inquiry, often the resolution can lead to generating more revenue through the recommendation of another or better product that can more effectively meet the consumer’s need. Additionally, call center reps can encourage customers to post positive reviews on social media sites, extending company awareness and attracting new customers. With Nuance technology, we can also enable the ability, through analytic algorithms, to determine if a consumer shopping on a company website is ready to purchase, and seamlessly connect that consumer to a live agent to close the deal. Tada! Revenue!
The data suggests otherwise. A national research study by Wakefield Research to 1,000 consumers in North America clearly rejects that myth. It found, in fact, that 81% of the consumers surveyed indicated explicitly that they want and would prefer intelligent technology options for a variety of scenarios. The following chart details the 5 use cases where consumers most frequently want intelligent self-service interactions:
So be sure you’re getting the real scoop behind some of the myths that are floating around regarding customer service. Your business success may depend on it!
Publish Date: January 30, 2017 5:00 AM
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Centrical Business Continuity & Remote Work Solutions
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In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to
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|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
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As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
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CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
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Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.
|10.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development - For Remote Workers
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