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How To Maintain The Human Element In Your Call Center - PlayVox - ContactCenterWorld.com Blog

How To Maintain The Human Element In Your Call Center

Gone are the days where call centers are defined solely by ringing phones, putting customers on hold and taking messages. Today, the modern call center has evolved into an omnichannel beast that has disrupted the relationship between customers and companies.

To stay relevant with the digital savvy millennial generation, call centers have adopted new technology like social media, live chat and mobile applications. As a result of this shift in consumer behaviour, the role of contact center agents and customer engagement has changed.

However, that does not mean human interaction is dead. Technology can't solve everything. According to Accenture, 83% of U.S. consumers still prefer dealing with people over digital channels to resolve their customer service issues. Artificial intelligence can't replace human empathy or intuitively find creative solutions to complex problems.

 

Why your call center still needs a human element

“People buy from people they trust, and they trust people they like." - Garrison Wynn"

Every time one of your agents interacts with a customer, it is more than just spewing out words and phrases - it is an opportunity to build a relationship. Ultimately people do business with people they like and by creating a call center environment where callers feel appreciated you will increase customer lifespans.

**Quality tips for call center agents to please your boss and your customers**

 

Every human interaction also gives your agents a valuable opportunity to learn more about the customer's challenges, wants and needs. This insight can help you improve not only your customer service but your bottom line.

 

Here's how to make sure your call center maintains its human element in an increasingly digitalized world.


1. Don't blindly automate your processes

Peter Parker also known as Spiderman's Uncle Ben famously said: "With great power comes great responsibility."

 

Surprisingly, the call center world can learn a lot from this simple quote when it comes to implementing new business processes. While there are many benefits to using technology to streamline workflow, there is a fine line. Call center managers should be careful to avoid implementing a system that blindly automates everything and strips away the human element in the process.

 

Instead use the power of technology wisely. Don't let it dominate your call center to the point that customers no longer feel like they are dealing with people whom they can talk to about their problems. Doing so could cause a relational rift and destroy a customer-centric approach to operations.

**Is your IVR doing more harm than good?**

 

2. Give your call center agents flexibility

Just like no two snowflakes are alike, nor are people's problems. While we all have our standard processes that need to be followed, now and then a customer's problem requires a unique solution.

 

If a client is dealing with only artificial intelligence, this is hard to do. For now, only human-to-human interaction can work together to create a flexible solution that meets the customer's needs. Don't keep your agents sidelined on the bench.

Instead give them the authority to make on-the-spot decisions and exceptions.

Let your agents use their wealth of skill, knowledge and intuitive to foster a positive experience that will leave your customer feeling valued. It is a competitive advantage that all the technology in the world cannot offer you.

**How to train agents to personalize customer service**

3. Adapt and remove redundancy for improved customer service

Another way to improve the relationship between technology and the human element in your call center is to consider what technology processes you can remove. In a world where clients are quickly redefining customer service, it's important you listen to their needs to stay on top of your A-game. 

For example:

If an agent is free, it might be a good idea to remove playing the menu for a customer as it can be assumed they probably want to talk to someone if they have taken the time to phone.

 

It’s all about finding the balance between technology and human interaction. Phoning a call center to change a password is a simple problem that can be resolved with an automated procedure. However, if a customer has a question about a software glitch, that issue is far more complex and needs the human touch.

 

4. The human element reduces frustration

Artificial intelligence can only interact with a human until a certain point. AI does not pick up on all the subtle cues of human emotion. That's when a well-trained agent comes into the picture. 

**The secret to training a multi-generation call center**

Bots don't yet have the ability to fully assess a client's issues, relate to customers and diffuse a situation when needed.  Skilled agents and human interaction is still a mut to deliver personalized and well-crafted customer service that WOWs. 


Before you rush to automate all your processes and reduce expensive human contact, keep the best trained and emotionally intelligent agents onboard. It's thanks to them that you'll be able to provide that extra something special for your customers.

While innovation is needed to remain competitive and relevant, your human customer support will ultimately define your customer experience.

 

It's by focusing on building relationships, showing empathy and making your customer feel important that you'll be able to impress and succeed. And no bot can take that away from your agents. 

Source: http://blog.playvox.com/how-to-maintain-the-human-element-in-your-call-center

Publish Date: February 22, 2017 5:00 AM


2020 Buyers Guide Dialer Solutions

 
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

2.) 
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.
PH: +1 512-872-7565

3.) 
Cloud IT Services GmbH

Dialfire
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.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

10.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

11.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 



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