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 firstname.lastname@example.org
Publish Date: January 10, 2018 5:00 AM
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|5.)||At Random Communications|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
INBOX: A place for every digital interaction!
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.
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
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.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...
|17.)||Customer Touch Point|
Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.
By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.
Our solutions include:
• Contact Cen...
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
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