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Going Back to the Future with Human Connection in 2019 - STARTEK - ContactCenterWorld.com Blog

Going Back to the Future with Human Connection in 2019

In the 1980s sci-fi classic movie trilogy, Back to the Future, Marty McFly is accidentally sent back in time to 1955 where he must save the day. Later, he and Doc Brown travel to a futuristic utopia in the year 2015 with hoverboards and other technological advancements. After discovering their relationships were clearly not the same in future, they returned to their current year of 1985. Just like Marty and Doc, we understand that relationships matter in all aspects of life, especially customer relationships. Jump in the DeLorean and set a course for 2019 – we’re heading back to the future to put human connection at the forefront of the customer experience in a tech obsessed society.

A Return to Personalization

Over the last year, we’ve seen major advancements in technology from virtual assistants like Alexa to customer service interactions on social platforms via artificial intelligence (AI). Through the use of technology, industries have made groundbreaking developments allowing consumers like ourselves to experience things we never imagined possible.

Even in the midst of this technology evolution, one thing still holds true – consumers expect personalized experiences. In fact, consumers still want to interact with humans in certain situations, especially when dealing with multi-step processes or complex problems such as resolving technical issues, missed payments, or billing issues. This is something that chat bots and artificial intelligence (AI) have not completely mastered.

In 2019 and beyond, we believe authentic human conversation will once again be valued as an essential component of customer relationships. Especially in the engagement (contact) center, it’s time to re-humanize what we’ve de-humanized. Utilizing our Science of Dialogue methods, we partner with brands by empowering engagement specialists to create interactions that build rapport, trust, and job satisfaction.

Consumers want human interaction

When asked about potential customer service contacts either online or by phone, 85 percent of survey respondents say they prefer a customer service representative versus a chatbot/AI or IVR (interactive voice recognition) experience.

Source: STARTEK U.S. Customer Engagement Survey, 2017

Delivering the Experience

Despite the adoption of digital channels and technologies, only a human can care about a consumer. When consumers interact with self-service technologies, no connection happens. Even the most advanced artificial intelligence software can’t convey true empathy. Artificial intelligence isn’t going anywhere, but the success of utilizing this technology is dependent upon customer feedback and advanced analytics to better understand human needs. So how do you drive personalization with disruptive technologies?

  • Real Data – Real Customers: Utilize data based on your real customer base – not theoretical personas. Consumers are your greatest asset. Their information allows brands to truly tailor messages and promotions based on their unique wants and needs.
  • Walk the Journey: Every interaction point across the customer journey matters. The customer journey map provides a visual to help understand the consumer story, allowing brands to make predictions and decisions and create targeted messages based on data driven insights.
  • Create the Strategy: Data and insights from the customer journey allow brands to segment messages based on interest and determine what type of opportunities exist for customization. A consumer that only shops at brick-and-mortars versus online requires a different strategy than a consumer who completes all their shopping on a mobile device.

Despite all the attention AI has received, it’s still not widely adopted – yet. For those of you that thought AI would take over the world by now, think again. From a business perspective AI is still in the beginning stages of understanding human behavior and communication. To meet the needs and expectations of today’s consumers, your organization should take a two-pronged, human-centric approach as part of your digital transformation strategy:

  1. Use technology to automate simple questions and transactions to enable consumers to self-serve whenever possible.
  2. Deliver an authentic and personalized human conversation for more complex issues.

With authentic human dialogue, supported by the science of human communication, your organization can build trust and rapport with consumers to grow loyalty and retention, promote your brand, and increase revenue. In 2019, let’s go back to the future because real, authentic human connections matter in the age of the customer.

Source: http://www.startek.com/news/back-to-future-human-connection-2019

Publish Date: December 6, 2018 5:00 AM


2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

3.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
PH: 732-380-9100

4.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

5.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)
PH: 9962646830

6.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

7.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

8.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

9.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
PH: +212645845790

10.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.
PH: 0217991445

11.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 



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