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Customer Information Unified - Servion - ContactCenterWorld.com Blog

Customer Information Unified

Customer Information Unified

“Sir, please give me a moment, I’m just pulling up your details”

“Sure”

(whispers in the background) “which application has his recent card payment details?”

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

“that one, yes”

Just a moment sir, your details are loading”

“Sure. In the meanwhile, can you also tell me what billing address is registered for the card?”

“Sure sir, give me 5 minutes”

5 minutes later.

“Thank you for holding the line, the address is…”

And so goes another 10-minute conversation with a customer service representative on the phone. They sound delighted to call out the customer’s name and thank them for calling from their registered mobile number but those were probably the only details they had on screen. The rest of the details seemed to be locked up in physical files that they had to scavenge.

While politeness definitely helps calm the nerves of a customer, unnecessary delays due to ‘getting details’ can be quite unnerving. Any ‘valued’ customer of an organization would love to have information pulled up immediately and with minimum wait time. This will make them have a better opinion of the organization they buy from and want to use self-service through phone more often. They will also be probably more inclined to hear out a tele calling offer from the organization in a kind of reciprocal altruism.

But why is it that the customer agent takes forever to get details? The answer is usually that information is placed in different applications and the agent has to generally toggle between these to give an answer to a query. This obviously means that an organization needs to spend time training each agent in each application. What would make the difference to the end customer is if all this information were available in one unified screen.

This screen would ideally link all data available from every channel the consumer uses and present it to the agent. This would ensure that the agent has all the details required to address an issue. It would also help an agent identify cross-selling or up-selling opportunities according to the consumer’s past buying data. Rather than toggling between screen, such a desktop would ensure that the time taken to pull up data is minimized.

What this ultimately results in is quick first call resolution, shorter wait times and definitely more loyal and happier customers. After all that is what customer service is all about.

Source: http://servion.com/blog/?post_type=post&p=308

Publish Date: May 10, 2016 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

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.

Speed features:

*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...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from Servion

Recent Blog Posts:
There are no jet skis to reach your customerMay 18, 2016 5:00 AM
Just a bit of that human touchMay 16, 2016 5:00 AM
Your package has been delivered...May 11, 2016 5:00 AM
Customer Information UnifiedMay 10, 2016 5:00 AM
Saving the day at the eleventh-hourMay 5, 2016 5:00 AM
The quickest way to a customer’s wallet is through his heartMay 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 businessApril 28, 2016 5:00 AM
Customer Experience served up!April 26, 2016 5:00 AM

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