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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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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 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 Synthetix

Recent Blog Posts:
Contact centres winning the battle of CXSeptember 4, 2018 5:00 AM
Waiting staff ‘lovin’ their new AI-powered chatbot.September 3, 2018 5:00 AM
Repurpose digital assets to deliver relevant answers.August 31, 2018 5:00 AM
The dawn of a New Contact CentreAugust 21, 2018 5:00 AM
Virtual Agent pioneers celebrate 17 years of AI-driven solutionsMay 14, 2018 5:00 AM
Digital customer service channels to blame for poor CX?April 16, 2018 5:00 AM
Floods of customer complaintsMarch 5, 2018 5:00 AM
Snow day should not equal icy customer supportMarch 2, 2018 5:00 AM
Synthetix self-service and knowledge software offer to U.S. utilitiesJanuary 10, 2018 5:00 AM
Advantage Customer ExperienceJuly 19, 2017 5:00 AM

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