Sometimes customer service agents receive complex questions from customers and they don’t always have the knowledge required to answer them. They need help and have to reach out to Alice in accounting, Peter in product, or sam in Sales in order to get more information on a specific topic. Zendesk and Microsoft worked together to improve collaboration between teams. The Zendesk connector for Office 365 Groups allows agents to escalate a Zendesk ticket to an existing team created in Outlook. That way employees who aren’t support agents, but are subject matter experts, can collaborate around customer inquiries without ever leaving Office 365. This integration allows teams to give quality support to their customers regardless of functional team.
We sat down with Patrick Adriaansen, Managing Director of the BPO unit at Driessen HRM, and asked him how his company uses Zendesk Support and groups in Outlook together to improve internal collaboration and deliver a better customer experience.
Hi Patrick, first can you tell us what Driessen do?
Driessen HRM, founded in 1993, provides human resources services to public non-profits primarily in government, education, and healthcare. Driessen has two large business units: HR and Business Process Outsourcing (BPO). The first one connects people with jobs, the second one provides payroll and HR systems as well as financial services. Driessen works with more than 1,000 organisations and 15,000 employees.
How does your company use Zendesk?
We started using Zendesk in January 2016. Before that, we used our own help desk software but it wasn’t as great as what we have now. Now, all our external communications with our customers run through Zendesk. Every time a customer sends us an email or give us a call, it creates a ticket within Zendesk. We want to have great relationships with our customers and see them as partners who are key to our success. Zendesk’s focus on building strong customer relationships is ideal for our needs.
What do you like the most about Zendesk?
As a software company, we chose to start using Zendesk for two key factors: openness and extensibility. We don’t have to conform to adopt or fit to the product, rather we can mold Zendesk to the way we want to get work done. We can extend it and integrate it with everything that we use, and it works well and fast.
For us, Zendesk is the backbone of everything and we love the fact that Zendesk is an open platform. We built a product on top of Zendesk open APIs to send information from Zendesk to our own software application. We use Zendesk as our back office and connect it with our own frontend.
And Zendesk is so easy to set up. When the decision was made to start using Zendesk, we planned a four-week transition for our teams. We were very surprised by how easy it was to set -up and use after the first day. Our first reaction was: “Wow, this really works!”. And it turned out, we were done implementing Zendesk after the second day. Zendesk was so easy to set-up!
What about Office 365?
We’ve been using Office 365 for the past 18 months and we are heavy Office 365 users! We particularly love groups in Outlook. Everyone at Driessen can create a group and we now have over 200 of them. People create groups for everything, really! We encourage people to do so and we’ve seen a great adoption.
Can you tell us how you use the Zendesk integration with Office 365?
We started using this integration a few months after it was released. We were very surprised by the power of the two products combined. We love that Zendesk and Office 365 connect so well—it makes internal collaboration so easy! You can have a customer support related discussion with people that are not Zendesk support agents. This integration breaks frontiers for customer service; everyone at Driessen can help our customers.
For me, this integration is like the Egg of Columbus, do you know this story? Some people told Christopher Columbus that discovering the Americas was no great accomplishment so he challenged his critics to make an egg stand on its tip. After his challengers gave up, Columbus tapped the egg on the table to flatten its tip. Well the integration between Zendesk and Office 365 Groups may seem obvious or simple, but since it was released, it has had a great impact on our company.
That’s good to hear! Can you give us an example of a ticket that was escalated to one of your groups in Outlook?
Well for example, our support agents sometimes receive complex legal questions from teachers using our software, and they don’t always have the knowledge required to answers those questions. Teachers need answers from specialists, in this case our lawyers. In one click, our agents can escalate a Zendesk ticket to a group—in this case the “legal team” group—and all professionals that are part of this group can give their input and contribute to the discussion. Once a solution is found, it can be sent back to Zendesk in one click! We love how easy it is to implement the integration and how easy it is to escalate a Zendesk ticket to a specific group in Outlook.
What’s on your radar in 2017?
Looking ahead, we’re all very excited about the upcoming Microsoft Teams integration with Zendesk. As a manager, I am measured on four KPIs and employee happiness is the first, followed by customer happiness. We believe that happy employees equals happy customers. The integrations between Zendesk and Office 365 have been a great part of providing employees the efficiency and empowerment they want. We look forward to the continued innovation and collaboration!
You can find more information about Zendesk’s partnership with Microsoft on the Office blog here.
Publish Date: December 15, 2016 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||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.
PH: +1 888-946-6878
|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
PH: (+61) 406 501 368
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|12.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.
Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
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