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Customer Service in 2018! - Service Quality Institute - ContactCenterWorld.com Blog

Customer Service in 2018!

Are you going to copy Amazon in 2018 and deliver great customer service?

I suspect when December is over Amazon will have grown about $40 billion in 2017. Jeff Bezos, the founder, is now the wealthiest person in the world.

The Customer Experience is built around the first contact and last contact. In customer service you are dependent on people, your employees. Very few firms understand the value of high performing employees. The less we pay employees the less respect we have for them and therefore, the less we are willing to invest in them. So sad.

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Customer service is having no dumb rules and policies.  Making it easy to do business with you means you use technology to get closer to the customer not push them away. Most firms love IVR. This means you push one for English. Push two for Spanish and push 7 to go to HELL.  A live person needs to answer the call in 1-3 rings if you have over 100 employees and it should be 24/7. Much less expensive than a physical location. These need to be your best people.

Speed is critical. Reduce the time it takes by 90%. That's speed. Most employees have a slow mindset and most organizations have too many policies and procedures that encourage… slow.

Do your employees treat every customer as special? Do they use the customer's name and remember it. Do they feel valued?

Price is a part of great service. Most firms have too much waste, too many dead employees. Amazon has great prices because it understands the power of price.

When someone in your firm screws up what is the service recovery? Most firms in the world have NO service recovery. Saying I am sorry is NOT Service Recovery. I teach 4 steps: 

1. Act Quickly: No time to move the problem up the ladder

2. Take Responsibility: I can count on one hand how many times in my life I have heard an employee take responsibility

3. Be Empowered: Every employee has to solve the problem in 60 seconds or less for the magic to happen.

4. Compensate:  Give products and services away that have high value/low cost. 

Click here for more details  

Most organizations think they provide awesome customer service. Most consumers in the world feel there is no customer service. In the U.S. firms love surveys. They have never seen a survey they didn't like. The problem is few people respond to these surveys and most firms do nothing with the results. Surveys are now overkill. They turn customers off. Customer service and HR departments have convinced management that these are cool when they are really a waste of time and money.

If you want to make 2018 a great year with huge increases in revenue and dramatically reduce customer complaints I suggest the following.

1. Drive this as a strategy

2. Eliminate dumb rules and policies

3. Master empowerment

4. Practice Service Recovery

5. Dramatically increase speed for everything you do.

6. Have the best people in your call center and answer with live people 24/7 in 1-3 rings.

7. Train everyone on the skills and art of customer service with something new and fresh every 4 months. Make sure the programs are short and awesome. Great packaging and design are needed.  Click here 

About the Author: John Tschohl
John Tschohl is an author and president of Service Quality Institute. He is an American business consultant and Customer Service Strategist.
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Source: http://www.customer-service.com/blog/201712/Customer-Service-in-2018

Publish Date: December 14, 2017 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
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 Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from Service Quality Institute

Recent Blog Posts:
Why it’s Almost Impossible to Implement a Service Culture PlanNovember 12, 2018 5:00 AM
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Service Recovery and Handling Irate CustomersMay 7, 2018 5:00 AM
What does it take to be a Customer Service Leader?January 10, 2018 5:00 AM
Customer Service in 2018!December 14, 2017 5:00 AM
8 Principles of Great Service to Create a Service CultureNovember 13, 2017 5:00 AM
7 Key Steps Critical to Being a Service LeaderOctober 17, 2017 5:00 AM
If You Can’t Say Something Nice About Customer Service…COMPLAIN!August 17, 2017 5:00 AM
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