Delivering exceptional customer care, support and service should no longer be considered as a corporate obligation, but as a strategic marketing and enterprise wide initiative. As technology improves, many business software and applications have become commodities. Case in point, contact center call recording. It has been around for over 20 years and was a huge benefit to financial enterprises and retail companies. Many businesses were founded providing this front office application. Fast forward to 2016, and call recording has evolved into sophisticated workforce optimization (WFO) solutions that include call recording, quality assurance/monitoring software and even automated speech analytics.
The point here is that if you are trying to stand out in a crowded arena you must offer something that differentiates you from the noise. One thing that has become very clear to many companies is the need to deliver immediate, and great customer care. Social media, and other multi-channel customer touch points, have elevated the customer’s reach beyond a telephone call. Companies must be prepared to handle inquires quickly and efficiently with a consistent message and process.
Companies that develop a cohesive customer support strategy will be able to differentiate themselves in many ways. Not only by delivering great customer care to existing customers, but also leveraging their customers to attract new prospects. It promotes credibility and enables the marketing of their customer care successes with customer case studies and testimonials. Happy customers remain loyal customers, and it is well worth the investment to keep customer care and service a high corporate priority.
As enterprise software products have become commodities, new advanced solutions can often be complex business applications to solve today’s needs. Therefore, customer care takes on a different strategy that begins even before a purchase is made. Vendors must do a good job of understanding a clients problems, root causes and other issues. What exactly are they trying to solve and with what result? A tailored solution often works best, and in order to purchase a new solution, different procurement options must be available that match both their business and financial requirements. Delivering a complex solution requires the vendor to assist new clients every step of the sales process – from analysis of their needs to recognition of their return on investment (ROI).
A few steps that need to be considered for a successful customer care launch include a CRM package to monitor all customer issues. Tracking software can be setup with alerts for time sensitive matters, and pre- and post-sales information. This includes sales and implementation data, technical support, and other customer service data such as technical advisors, software updates, and even system audits.
Truly managing to successful customer care also involves utilizing customer service tools, multi-channel analytics and customer surveys to capture, analyze and take actions in order to respond to customer needs. This is key to improving customer sentiment and customer satisfaction. Establishing excellence in providing customer communication and service programs that drive to quick resolution and closure creates customer loyalty not just customer satisfaction. Customer care is not an option it is an expectation.
Remember, every employee, from the front office (contact center) to the back office (fulfillment), both share in the responsibility of providing great customer service. A well thought out strategy will enable repeat business through up-sales of products and services benefiting the enterprise with revenue growth and sustainability.
“Four reasons to invest in B2B customer service tech”
Publish Date: January 14, 2016 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
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
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
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.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||Lieber & Associates|
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.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|9.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
|11.)||The Taylor Reach Group|
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.
Taylor Reach has worked with contact cen...
|12.)||Triad Services |
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.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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