Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

The Customer Journey Revisited - Welsh Contact Centre Forum - ContactCenterWorld.com Blog

The Customer Journey Revisited

Magnus Geverts, head of business development at Teleopti, looks more closely at raising the customer service bar in contact centers.

Customer Journey mapping is becoming an increasingly popular term in contact centers. Many organizations are using customer journey initiatives to drive customer value and growth. But what does the term ‘customer journey’ mean and why is it important to the contact center?


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Quite simply, the expression refers to the interactions a customer has with an organization from beginning to end – from when they first establish a need for a product or service to when they no-longer use the product or hopefully, keep coming back to become a repeat customer.

Organizations recognize that these customer journeys occur across multiple channels (eg, email, Web Chat SMS and website), over time and because humans are fickle, they can appear random and stuttering. Sounds familiar? Contact centers today are already multi-channel environments supported by agents who have to use all their experience, skills, knowledge and sometimes diplomacy to win over customers daily, often in difficult situations.

Empathy and Touch-Point Mapping

In an attempt to add clarity and structure to the customer journey, companies use techniques such as empathy and touch point mapping to establish how a customer feels at each stage of the journey (empathy mapping). Then draw up a list of all the possible points of contact a potential or actual customer has with the business before, during or after purchase (touch point mapping). This means tracking a customer’s conversation, real or virtual, every step of the way from the customer seeing an advert or user review, visiting a website for product info or walking into your online shop or store.

Does all this sound very complicated and a little too scientific? Although the very idea of the customer journey appears very clinical and detached from human experience, the concept also opens up some distinct and real possibilities for today’s multi-channel, multi-faceted contact centers.

Top tips for achieving customer value leadership

At Teleopti, we are proud of our achievement to win Frost & Sullivan’s 2016 EMEA Customer Value Leadership Award. It’s an incredible milestone that, we believe, recognizes our work on raising employee engagement. At the same time, it reflects our dedication to understanding our customers’ individual journeys, essential to increasing satisfaction levels.

For example, our consultants stay with customers and support them long after the installation phase, ensuring not only that their workforce management (WFM) solution is up and running properly, but that it’s tailored, fine-tuned and maximized in its usage, therefore fully meeting each customer’s needs. A thorough and detailed hand-over of the customer from pre-sales and consulting to service desk secures the well-formed circle of continuous customer care.

We’d like to share some of the lessons learned since we started out nearly 25 years ago. Here are our top three tips for acknowledging the importance of the customer journey to improve customer service and attaining the holy grail of true customer value leadership in the contact center:

- Schedule the right person, with the right skills at the right time. This is the core objective with a WFM solution. Our experience is that a feature-rich product set enables you to innovate and improve both the customer experience and employee engagement.

 

- “The right skills” includes both hard skills and soft skills (for example empathy). What makes an agent perform well in your line of business? Use competence management to find out and take the right actions to manage your talent pool and resources.

 

- Keep employees happy and empowered – with easy-to-use and visually appealing access to technology that allows them to plan their work around their life while still optimizing service levels. Make the most of gamification techniques to motivate agents in an enjoyable way, enabling them to see their achievements and therefore perform better in the long run.

Following the above points is a step towards creating a highly efficient contact center that boasts well-motivated, productive agents who actively drive customer value and support business success.

Source: http://www.welshcontactcentreforum.co.uk/newsarticle/wccf/

Publish Date: August 23, 2016 5:00 AM


2021 Buyers Guide Consultancies

 
1.) 
3D Vision Consulting

. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
(read more)

2.) 
Call Center Masters

Giving consulting services to call centers

3.) 
CC-CMM Certification Institute

CC-CMM Certification

4.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

5.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

6.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

7.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

8.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

9.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

10.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

11.) 
Outsourcing Solutions

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

12.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

13.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

14.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

15.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

16.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

17.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 



View more from Welsh Contact Centre Forum

Recent Blog Posts:
New Welsh Contact Centre Forum Membership Packages AnnouncedApril 17, 2018 5:00 AM
2018 WELSH CONTACT CENTRE AWARDS PHOTOSMarch 20, 2018 5:00 AM
How to reduce costs in the contact centreNovember 14, 2017 5:00 AM
Deadline for Entries: 2018 Welsh Contact Centre AwardsNovember 2, 2017 5:00 AM
Puzzel ramps up outbound dialler functionalityOctober 25, 2017 5:00 AM
Firstsource Solutions wins gold at the UK Customer Experience AwardsOctober 12, 2017 5:00 AM
Pioneering new HQ for telephone answering specialistsSeptember 8, 2016 5:00 AM
A Look Inside The UK’s First Contact Centre Boot CampSeptember 1, 2016 5:00 AM
The Customer Journey RevisitedAugust 23, 2016 5:00 AM
UK Business Increases Digital Customer Service IntegrationAugust 3, 2016 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 1292 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =