Is your contact center prepared for the fastest growing consumer demographic? Millennials, generally born between the early 80s and late 90s are infamous for their short attention spans and social media addiction.
However by 2020, millennials will be spending 1.4 trillion annually, and if your contact center wants to see some of that cash flow, you need to adapt to the way this generation likes to do business.
Here are five ways you can evolve your call center to seduce millennials and have them ranting about your customer service all over their social media platforms.
If you want your contact center to evolve and be used as a resource for Millennials, being mobile and social are key. "With Millennials checking their phones up to 110 times a day, that is an important place to be for any brand," says Graham Knowles, Director of Sales & Enterprise Solution Architect at 7.
40% of Millennials prefer self-service to human contact, and it's not because they are antisocial. Millennials grew up with access to the world wide web of information at the tip of their fingers and are accustomed to going out and searching for answers on their own.
To meet this growing trend in the customer service industry, savvy call centers will invest in virtual bots, allowing the brand to be available on any chat platform, 24 hours a day, with personalized and custom answers for each and every customer.
**What are chatbots and how are they revolutionizing customer service**
However, Knowles warns that call centers shouldn't start the process of implementing a chat bot until you have discussed the following four questions:
With 25% of Millennials expecting a response within 10 minutes of asking a question, contact centers need to develop a backup plan to handle customer service issues through the night.
Apart from implementing chatbots to field these questions after hours, contact centers also need to ensure a speedy response from the agents’ end as well. This translates to creating a unified chat interface strategy to prevent agents from hopping between different platforms, potentially losing information and wasting time.
"Did you get the information to them fast enough that they are willing to promote your brand and talk about how great their experience was? If not, you are doing only the status quo, which in 2017 means you are losing ground to your competitors," says Knowles.
It is because of this urgency that Knowles claims email is dead and organisations need to start thinking about how to get rid of it as a customer service solution. Doing so will ensure your customers don't become frustrated and anxiety levels don't rise when trying to find time sensitive information.
With the introduction of millennials into the customer service space, gone are the days where scripted customer service was okay. Instead, they want an informal conversation that feels authentic, like they are talking to a friend and not treated like another business transaction.
"Take that canned experience and transfer it to a chatbot," says Knowles "Don't teach and train your agents to be robots. Good brands are taking their people and making them front and center because that is the interaction you want to have. You want your brand to feel real and not a corporate monstrosity."
**How to train agents to personalize customer service**
By adopting this personable approach into your contact center, you can help build trust in a generation that is notorious for being distrustful.
Despite being attached to their phones, millennials see their devices as a mode of communication rather than a way to have a chat with a customer service representative.
With 41% of millennials saying they would be "truly satisfied" if they could use text messaging or SMS to connect with business, call centers need to evolve to meet this need by taking advantage of their live chat, SMS and social media customer service channels.
**6 tried and proven methods to creating customer connections through chat and SMS**
In 2017, the ability to authenticate and transact on messaging services will be essential to attracting Millennial customers, keeping them happy and racking up positive recommendations online.
Boomers only had a couple of options for contacting a call center years ago: phone or email. Today, with millennials immersed in the digital world throughout their day, they expect the same from brands.
Apart from being available at a whim, millennials also want businesses to be on their platform of choice. Contact centers that want to be at the forefront of customer service need to adopt a multi-channel customer experience to keep millennials happy, and so agents can move seamlessly between the platforms without losing any information in the process.
**How to choose the right channels for your omnichannel strategy**
By taking the time to evolve your contact center to meet millennial expectations, you can create a serious competitive edge and customer loyalty that will last a lifetime. So what are you waiting for?
By learning to close this generational gap between millennials and customer service, you’ll also be preparing to tackle Generation Z or as Lucie Greene, the worldwide director of the Innovation Group like to call them: "millennials on steroids."
Publish Date: March 24, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|3.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
PH: 0800 999 1882
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|9.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
Analysis that empowers your business
Get actionable insights from all your customer interactions
Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890
VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.
With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
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