‘Digital Customer Experience’ is a concept that combines two driving forces of transformation for businesses in today’s hyper-connected, social and mobile world. While ‘Digital’ has transformed processes that impact every part of an Enterprise’s functioning – lowering costs and reducing turnaround times, it has only magnified the importance of Customer Experience as the key differentiator for today’s businesses.
Part of the concern with ‘Digital’ has been a perceived move away from personalized interactions between the business and its customer replacing it with a more ‘robotized’ interaction with apps. self-service portals and automated workflows. This has impacted the quality of personalized and intimate Customer Experience that the business offers. However, ‘Digital’ need not mean impersonal – in fact, done correctly ‘Digital’ should help offer a more personalized, contextual and satisfying interaction between the customer and the business with the optimal mix of self-service, automation, and proactive human reachout.
‘Digital’ shouldn’t minimize the need for human interaction. Instead, it should change the ‘direction’ of human interaction – from the customer calling a customer service channel when he/she faces a problem, to the business discovering issues, problems and concerns and proactively reaching out to the customer to resolve issues before escalation.
The technologies for such change are available today – they consist of tools for social monitoring, leveraging big data for analyzing customer behavior in real time, Internet of Things (IoT) for discovering issues in networks, devices and from other sensors and a host of other tools. What’s lacking though is a cohesive strategy to put these tools in action to achieve a definitive Customer Experience enhancement goal.
At Servion, we have been helping customers across geographies and industries make the right decisions for enhancing the Experience they offer to their Customers. Our structured approach to optimizing and prioritizing investments in technologies and processes have lead to enhanced brand equity and reduced customer churn.
I welcome fellow Customer Experience practitioners for a dialogue on harnessing emerging Digital tools and technologies, combined with best practices and processes with the singular objective of enhancing Customer Experience.
Sanjay Kalra is Vice President & Head – Business Development & Client Relationships, Professional Services, Product Engineering & Digital Services in the North America region. You can follow Sanjay on Twitter @sanjaykalra or connect with him on LinkedIn.
Publish Date: April 28, 2016 5:00 AM
Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.
Agents can also manage their scheduling need...
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!
|6.)||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.
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.
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.
|There are no jet skis to reach your customer||May 18, 2016 5:00 AM|
|Just a bit of that human touch||May 16, 2016 5:00 AM|
|Your package has been delivered...||May 11, 2016 5:00 AM|
|Customer Information Unified||May 10, 2016 5:00 AM|
|Saving the day at the eleventh-hour||May 5, 2016 5:00 AM|
|The quickest way to a customer’s wallet is through his heart||May 4, 2016 5:00 AM|
|CX - a dish best served piping hot!||May 3, 2016 5:00 AM|
|Waiting for customer experience...||May 1, 2016 5:00 AM|
|Digital + Customer Experience = Winning formula for today's business||April 28, 2016 5:00 AM|
|Customer Experience served up!||April 26, 2016 5:00 AM|