Your customers are your most precious resource. Handling their needs with care is paramount for sustainable growth of a company brand. From marketing and sales to service and aftercare, knowing how to create a seamless customer experience means your customers won’t slip between the cracks.
Here’s a guide to help you pave the way to a smooth customer journey.
Make sure your call center is equipped with a smart omnichannel CRM system and a well-trained staff to use it. Being aware of past customer interactions on other channels (live chat, SMS, phone, email) means a call center agent is well-equipped with the information needed to move the customer to a resolution quickly and minimize or avoid frustration.
**How to choose the right channels for your omnichannel strategy**
Omnichannel sales and service is only helpful to the customer if each channel is available and utilized at the right time and for the right reason.
The marketing that occurs before the sale, the service during the sale, and the customer care and additional marketing after the sale are all phases of the customer experience.
Knowing how to create a seamless customer experience means reaching out (or being available) to the right customer on the right channel at the right time. Gather data to determine your customers’ habits, and design your service points and processes accordingly.
**9 tips for consistent quality across channels for award winning customer service**
If a customer reaches out for support and doesn’t receive a response quickly enough, he or she is likely to switch to another channel (at best; at worst, another brand). At this point, the customer has the same query initiated with more than one agent on more than one channel.
Although a good omnichannel CRM system can help to manage a duplicate query such as this, the fact remains that the customer is off to a rocky start navigating your service department. Keep close tabs on KPI’s related to timing, such as average hold times, first call resolution, average handling time.
**Call center software you need to get ahead of the competition in 2017**
Make all channels known and visible to the customer at various points in the customer journey.
If a customer is on hold, the queue recording should include instructions for connecting via SMS, live chat, or email. Your live chat window should also display a phone number and be linked to email. Your email sign-off should include other contact information.
In short, customers should be able to switch from one channel to another as needed without having to return to your website to gather more contact information. Always be one click away.
But don’t push other channels, especially to customers who have clearly shown a preference for the phones.
**top 5 preferred customer service channels**
For some, the most seamless customer experience possible is talking to a knowledgeable agent on the phone.
Some people are just more comfortable talking to a human, and offering other channels to them too insistently may make them feel like you don’t have time to talk to them on the phone.
Keep track of your customers’ previous interactions. If for certain customers there’s clearly an established preference for the phone, make sure suggestions for other channels are light and seldom.
For complicated service calls, it is sometimes necessary to transfer a customer to one or more additional agents who specialize in certain types of solutions. Customers don’t always like the fragmented customer care they receive in situations such as this.
To keep the process seamless and personal, consider having a customer start and end with the same agent in complicated service situations. This way, one agent takes ownership over the satisfaction of the customer. The agent they initially expressed an issue with can re-check with the customer to ensure that a satisfactory solution was achieved.
Knowing the route your customers move along from start to finish can provide valuable insights as to any bumps, hiccups, or chasms along the way.
**What does it mean to map the customer journey and how to do it**
Consider using your data to create a customer journey map in order to determine how to create a seamless customer experience. Mapping the customer journey involves compiling data-- both analytical and anecdotal-- into an infographic that shows the flow of customer movement through the company’s touch points.
Humans crave consistency, and brand consistency across all channels of customer interaction shows that your company is reliable and legit.
Conduct an overview of your company’s channels; are customers experiencing brand consistency in the look, sound, and feel of every interaction with your company?
In addition to being consistent, this style or voice should align with your company’s values and goals. Any time your company adds another channel for customer contact, make sure to evaluate it for consistency of design and delivery.
At the end of every successful customer interaction, make sure agents extend an invitation for further contact. This way, customers who experience a future need for service can quickly and easily click or call and pick up where they left off. If staffing and resources allow, you may even encourage customers to reach out to the same agent that brought them a positive experience in the past.
From start to finish, your customers should be handled with utmost care and attention. If the omnichannel approach is becoming the new normal for companies, then it will also be a new criteria by which consumers compare and by which companies compete.
Making sure your customer experience is as seamless as possible means happy, loyal customers.
Publish Date: December 30, 2016 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||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
|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
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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-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|11.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
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