Gone are the days when the phone was the only communication channel that connected clients with brands. It’s fair to say that telephone directories are a thing of the past.
These days, email, social media, instant messaging, and who-knows-what-else are competing with the telephone as the preferred method of customers in communicating with customer service.
To put a finer point on it, it’s an omnichannel world out there. And it goes without saying that businesses have to keep up to thrive.
That’s not to say we have to start looking at the phone with nostalgia-tinged glasses. Because guess what? Voice channels aren’t going away. Not anytime soon. Maybe not ever.
In short, as a business owner, you have to ensure that you keep your telephone communication lines open.
Here are the most notable reasons why.
These days, people use mobile phones for nearly everything, be it media consumption, internet navigation, instant messaging, and fitness — just to name a few.
But here’s what the newer generation of customers may find surprising: people are still using their mobile phones as… well, phones. They do this thing where you type on the telephone keypad to dial numbers and… you get the picture.
Now here’s a statistic for you concerning mobile phones: According to Google, 48% of local mobile searches end with a call.
To put it simply, it’s necessary for any business to keep their voice channel active to maintain a great business relationship with your client base.
One thing that gives voice support the edge over other communication channels is that you can hear people smile over the phone.
A smile can convey a lot of things. It can make your customers feel welcome and make them feel that you’re willing to help. That’s just for starters.
It establishes the human connection that builds and maintains a good professional relationship with clients and brands.
In fact, extensive research about brands made by HBR suggests that “the most effective way to maximize customer value is to move beyond mere customer satisfaction and connect with customers at an emotional level.”
If this proves anything, it’s that people want that “fuzzy feeling” when they communicate with agents. And the best way to give them that is by having agents talk to them over the phone.
The phone is still the best communication channel for discussing and resolving complex problems. This, is even more, the case when the customer on the line is not technically-savvy.
There’s always a shorthand or an easier way of explaining complex issues, and more often than not they register better when delivered in person or over the phone. After all, non-verbal cues can be heard over telephone lines, lending additional context to what agents are saying.
A customer service phone hotline lends credibility to a business far more than any other communication platform.
A dedicated phone line conveys a sense of immediacy, as well as the overall impression that your business can be reached anytime.
Moreover, great customer experience over the phone can greatly influence overall perception of a brand. When you go to a website and find the company’s phone number in the Contacts page, you know that the brand can be trusted.
As a general rule of thumb, your customer service has to offer multiple communication channels for connecting with customers. For one, customer preferences vary according to demographic characteristics, and you might as well go the whole nine yards.
For optimal results, you must take the necessary steps to ensure that all communication platforms are working in perfect unison with each other to deliver a truly omnichannel experience to customers.
Publish Date: April 3, 2018 5:00 AM
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
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.
*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 Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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