I marvel at the endless publications of the self-help books that are published year after year. I mean, the information is out there, all the tricks in the books are available for anyone to miraculously lose weight, get in shape, think positive, be a better person, get rich, etc., the “how to” information is readily available. What is lacking, however; is the attitude of the reader to own up to the opportunity and start on a consistent, long and relentless journey to accomplishing that goal. Not easy!
John Tschohl, President and founder of Service Quality Institute (SQI) says; “One of the major weaknesses of most organizations is top management’s lack of a service strategy”. I get that, and I understand it, too. You see, CEO´s and President’s top priority in business is the bottom line… profits! Since this business of customer service is such an elusive topic, it´s quite difficult for the finance guys to quantify it into numbers. It is an intangible figure that you´ll never, ever find it in any company’s balance sheet. Hence, the attitude of most top management is that customer service has no, or very low importance on the company strategy because of what is perceived to have a probable low economic impact on the bottom line.
Why most companies don’t do it or even try? Because of two reason; the first reason is because it is not easy. All of the training books and well-structured manuals in the market; like SQI´s and others have available, cannot accomplish their goal in making companies costumer service successful through their beautifully packaged products alone. You see, I´ve learned in my many years in the retail bank business that it is not about the product; it´s about the attitude that most CEO´s and Presidents of companies place on this complex subject.
Here is the irony; most top management spends thousands, if not millions of dollars in advertisement and spend only a fraction of that money in training and developing their staff. Top management is more focused in keeping a fierce advertisement campaign against the competition than investing in training and developing their people. I have noticed that successful companies have one thing in common: they are focused on, and first sell, customer service…the product is secondary. No, I am not saying sell substandard product, of course not. I am saying that the culture of a successful company is wrapped around the service discipline that the customer comes first.
The second reason; Top management must be consistently and totally involved in the process, walk the walk and talk the talk. Someone at the top in management must be directly responsible to this quest. Several years ago, Mr. Tschohl sold a pretty hefty and pricy training program contract to a local, large bank company here in El Salvador. Amazingly, John sold the idea and top management all agreed to embark on the development of their service culture. The program was launched at a huge company kick-off rally and soon after they set sails on to this new culture venture. Sadly, only six months into the campaign, the project fell flat, it had been put on the back burner. What happened? I can only assume that once management gave the green light to kick start the project, they took their hands off the wheel and did not manage the process of the development of their service culture. Mr. Tschohl, early in our relationship advised me that his programs have a do or die factor; top management needs to be involved in it, always! If top management is not, he said, this program will be a flash in the pan.
During the past 18 years, and with the guidance of my Service Guru, John Tschohl and his training products, I have personally managed the Customer Service Culture of our company. First, starting it in El Salvador, then, one by one, I gained the momentum necessary to spread the concept of this culture throughout Central America, the Caribbean and Ecuador.
If a picture is worth one thousand words, then the following three frames of performance should speak volumes of how SQI provided us with the tools necessary to achieve our extraordinary results.
Feel free to get in touch with Oscar Orozco. Executive Director
@ Banco Promerica, S.A. 503-2513-5000 email@example.com
Publish Date: January 10, 2018 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
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Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
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The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
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Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
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CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
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|9.)||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.
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|10.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
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From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
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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:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
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Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
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Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
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Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
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