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3 tips on customer engagement through contact centers - TEO Technologies - ContactCenterWorld.com Blog

3 tips on customer engagement through contact centers

When it comes to engaging clients and ensuring their experience with customer service representatives is as effective, productive and positive as possible, companies have to cultivate a strategy that includes both clients and employees. Customer engagement begins at the point of sale, but it continues when they contact service operators, and engagement is a critical part of this process.

Contact center tools are transforming how organizations do business with their clients and improving the methods by which customer service issues are resolved. By investing in this kind of technology, organizations can guarantee better interactions and thus in the long run increase sales.

Plenty of companies are finding this to be true - according to Research and Markets, the global vertical for contact center technologies is predicted to grow at a compound annual rate of 10.64 percent from 2016 to 2020. In addition, Technavio found that the market will be worth $9.7 billion by 2019. This is all to say that contact centers will continue to be an important part of companies' customer service strategies - so it pays to know how to effectively engage clients.

Here are a few tips on how to maintain a high level of customer engagement by using contact center technology:

"The contact center market will be worth $9.7 billion by 2019."

1. Derive insights from analytics

One of the main benefits of implementing contact center tools is that every interaction is catalogued and stored within the system so you can see patterns in customer issues. This way, organizations can identify pain points in the service process and see what's working and what's not in terms of resolving these problems.

According to BizTech contributor Karen D. Schwarz, it should be the goal of the customer service department to turn the contact center into a customer engagement center - and that begins with the data.

"You have to be able to quantitatively identify where the interactions you're having with your customers are meeting your mission statement and when they aren't," Matt Holbrook, a contact center solution architect at CDW, told Schwarz. "Based on the results, put together a program that provides training and mentoring to staff so it can meet those objectives and transform it into an engagement center."

2. Empower employees to use those insights

When using contact center solutions, employees have access to each customer interaction no matter which employee was the primary contact. This allows ongoing tickets to be handled by multiple people without having to repeat themselves or explain their unique situations to more than one service representative.

After all, a good customer experience depends on the service representatives they interact with, so ensuring that employees are armed with key insights from contact center analytics is the best way to provide the best experience right away. This can improve ratings immediately and help your organization to remain competitive in the long run by solidifying a positive reputation.

Empowering employees to use the insights gained from analyzing customer data produces better services in the long run.

3. Pair up agents and customers

Another method Schwarz mentioned as a way to improve engagement in the contact center is to match up service agents with customers based on which form of communication they're most familiar with.

"There are different skill sets required depending on the channel, and the typical call center agent who is used to interacting via phone might not have the right skills to interact well in a chat session," said Tim Smith, a senior analyst at Nemertes Research.

By using skills-based routing techniques, organizations can make sure agents with the highest level of comfort are paired with customers with similar needs. For instance, a customer who is most comfortable with chat or messaging services should interact with an agent who is well-versed in the medium.

These three tips can help move your company closer in terms of making sure customers are fully engaged when they interact with your service department. Contact center technology, when used as intended, can greatly improve customer service strategies.

For even more information about contact centers and how they can help your business improve its customer response strategies, get in touch with Teo Technologies today.

Source: https://www.teotech.com/research/news/3-tips-on-customer-engagement-through-contact-centers/

Publish Date: March 17, 2017 5:00 AM


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1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Call Center Studio

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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.
PH: +1 512-872-7565

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Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
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Tegsoft

7.) 
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Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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8.) 
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Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
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Call Lists for Agents
Different Levels of Administration
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9.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

10.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
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Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

11.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
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