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Contact centres winning the battle of CX - Synthetix - ContactCenterWorld.com Blog

Contact centres winning the battle of CX

Unlike the uncertainty surrounding Brexit negotiations, the last ten years’ advances in technology (and especially AI) has helped many leading brands turn their contact centres into profit centres by improving first contact resolution, decreasing agent burnout and making their customers happy.

Technology has also changed customer expectations and customer experience can no longer be sacrificed for the convenience of the brand. Customer service is an essential part of contact centres, and with uncertain times upon us, delivering exceptional customer experience to customers via their channel of choice might have some contact centres feeling like they don’t have the right weapons to win the battle of delivering increased customer satisfaction whilst also reducing their cost-per-serve ratio. 

But, there is hope yet for those who choose their arms wisely…

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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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Bite the bullet with efficiency

Unpredictable call spikes cause frustrated customers and weary agents, resulting in lost revenue. Self-service options like Visual IVR, FAQ Search and Virtual Agent chatbots help to optimise agent contact, coping with spikes in enquiries and assisting with rapid contact resolution in the event that a query is escalated to an agent.

Plan of attack to retain and attract

Teams burning out quickly and high agent attrition costs time and money. Gamification programs promote healthy culture; performance data improves development and retention. Dashboards reporting on agent productivity will assist contact centre managers to identify staff needing more encouragement as well as identifying those to reward.

‘Omni-channelling’ successfully with Customer Experiences

Being there for customers when they reach out via chat, email or social media is challenging when the best skilled agents or a full customer history is not be available. Using APIs and CRM integrations, real-time data can be unified in one place across channels, enabling a 360 degree view of the customer, regardless of which channel they choose to interact through.  

These quick reads provide some valuable insight to taking small steps to prepare for the ever-changing customer experience landscape and how it can create winning results in the contact centre.

  •  The small step towards AI that can deliver quick-win business results
  •  Multi-channel Online Customer Service for Dummies
  •  To-Bot or Not? Virtual Agents for Dummies

Source: http://synthetix.com/blog/EN/posts/Threechallengescontactcentresshouldhaveovercomebynow.html

Publish Date: September 4, 2018


2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from Synthetix

Recent Blog Posts:
Contact centres winning the battle of CXSeptember 4, 2018
Waiting staff ‘lovin’ their new AI-powered chatbot.September 3, 2018
Repurpose digital assets to deliver relevant answers.August 31, 2018
The dawn of a New Contact CentreAugust 21, 2018
Virtual Agent pioneers celebrate 17 years of AI-driven solutionsMay 14, 2018
Digital customer service channels to blame for poor CX?April 16, 2018
Floods of customer complaintsMarch 5, 2018
Snow day should not equal icy customer supportMarch 2, 2018
Synthetix self-service and knowledge software offer to U.S. utilitiesJanuary 10, 2018
Advantage Customer ExperienceJuly 19, 2017

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