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Today’s Customer Interactions Require a Deeper Experience - Teleperformance - ContactCenterWorld.com Blog

Today’s Customer Interactions Require a Deeper Experience

 

How can brands and businesses connect better with their customers? To date, this continues to be one of the most complicated questions there is in terms of customer experience and customer loyalty, and while companies today are using social media and technology to reach out better with their customers, sometimes, it’s just a matter of simplicity. In this case—a human touch.

There’s no doubt how customers are getting smarter. They’ve learned how to make themselves heard, they know what they want, and are getting better at expressing their needs. Connecting with them means adapting to their buying behavior while ensuring that they feel cared for, heard, and most importantly, appreciated. Making each interaction count separates the good from the best, allows for more ways to reach out effectively with your customers, and sets you apart from competition. How can you deepen the customer bond? Here are a few ways:

Make it genuine and honest. The ability to sincerely care for your customers goes way beyond the usual “how may I help you today?” spiel that has become mandatory in the customer service industry. It requires a genuine effort from your end. Customers can determine if they are being seen solely as money-making machines, so going the extra mile in showing them that you really are interested in building a relationship would indeed have a lot of benefits. In addition, never stray from your company’s values and integrity—a Business2Community infographic reported how authenticity can positively impact ROI: 63% of customers buy from authentic brands over competitors that hide their true selves.


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Ask questions to know what they want. Like personal relationships, sometimes the key to knowing what customers really want is simply through communication. Utilize social media to ask them questions: their activities, interests, how they found out about you, methods of purchasing, and even their favorite music or favorite social media platform. Combine these simple information with analytics and hard data, and you can have a more in-depth, intuitive look at how your customers think and buy, and what they want more from you.

Feedback is a strong pillar. Companies must understand how feedback is an important factor in creating and inspiring brand loyalty. Feedback from customers is beneficial as it inspires change, mostly for the better. Customers will refuse to remain loyal to brands if they won’t listen, or worse—won’t take the time to really listen to them—and opt to walk away, most likely towards the direction of a company that makes them feel appreciated for what they can contribute towards making a product or service improve for the better.

Make them feel involved. Build a safe online community where your customers can interact with one another, receive promotions and exclusive offers, or ask you questions. Creating a place where customers can feel involved and seen can go a long, long way in deepening the customer experience.

Source: https://teleperformanceblog.com/customer-experience/todays-customer-interactions-require-a-deeper-experience/

Publish Date: December 13, 2018 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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