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5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans - PlayVox - ContactCenterWorld.com Blog

5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving Fans

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.

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1.Focus on mobile and social

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 [24]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:

  1. What are your frequently asked questions?
  2. What are your troubleshooting guides?
  3. What community forums can you leverage?
  4. Do you have any video walkthroughs?

 

2. Contact centers need fast response times around the clock

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.

 

3. Authenticity is key with Millennials

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.

 

4. Don’t aim to engage with Millennials over the phone

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.

 

5. Millennials want a multi-channel experience

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**

 

There's no time like now to get your contact center prepared

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."

Source: http://blog.playvox.com/5-ways-your-call-center-can-seduce-millennial-customers-and-turn-them-into-raving-fans

Publish Date: March 24, 2017 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

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.

4.) 
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.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from PlayVox

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Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
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