A smooth customer experience calls for a tailored and proactive customer service, the kind that anticipates the issues a customer may have. Feeling like their hand is being held through a situation inspires both comfort and confidence in customer service. Unfortunately it’s common for customers to feel as though they’re helping the agent solve an issue or, even worse, feel like they’re guiding multiple agents towards a solution. It’s not surprising that 89% of customers get frustrated when they have to repeat information to multiple service representatives.
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience. The Gartner report “Customer Experience Innovation 2017” found that many companies are looking to do just that. 41% of those they surveyed said they plan to increase their investment in customer analytics to better understand their audience.
But how to successfully do so? It can’t be done by a single department, it takes buy-in and a cross-functional effort amongst various teams. The different metrics and technologies that measure Customer Experience can be linked to financial indicators (like revenue). To prove the ROI of new data-driven strategies require the sort of stability that only an entire organization can support.
What’s the future of Customer Experience?
It’s an almost daily occurrence now to hear of advancements in AI and how it can solve many of the problems that companies face. According to Gartner, 55% of organization will be implementing machine learning (ML) in some way in the next 3 years. Machine learning has the capability to automate the way that simple tasks and easy questions are dealt with. For service agents, this means their workflow will be more streamlined and they’ll have more time to spend on complex tasks. For the customer, it means faster and smarter self-service support.
Gartner’s report on “Customer Experience Innovation 2017” gives insight into the new analytic processes and technologies that will drive ROI in the near future. The strategy of better understanding customers and implementing the right measurements via AI are what will be key for improved Customer Experience.
For a limited time, you can download Gartner’s “Customer Experience Innovation 2017 - AI Now on the CX Map”.
Publish Date: May 26, 2017 5:00 AM
|1.)||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.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|3.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
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