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Article : Customer Interaction – Keep it Simple: 8 Ways to Re-energise Customer Service

#contactcenterworld, @puzzelsolutions

Turning customer interactions into opportunities is easier than you think. The trick is to keep it simple and to give contact centres the "wow" factor with some quick and easy wins.

Improving customer satisfaction and turning every interaction into an opportunity to create a good impression is every contact centre’s dream. However, far too many organisations make it a complicated business or spend too much time on internal dynamics that bear no relevance to customers’ needs. Essentially, the magic ingredients to achieve this dream are simple enough – a blend of people, process and technology. Get the mix right and you have the perfect recipe for success.

The trick is to keep it simple. Here are eight easy ways to re-energise your approach to customer service.


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Get yourself organised from the inside out.

1. Keep agents happy – happy agents = happy customers. Listen to what the frontline has to say. Agents are the ones who usually suffer the wrath of the customer, time and time again over the same thing. Hold regular listening sessions and internal focus groups to raise any issues and give management an opportunity to change processes. Then, give agents the right training and tools to do their job.

Make life easier for staff. Could you introduce flexible ways of working that allow agents to strike an effective work/life balance? Is the office warm enough and the chairs comfortable? Give agents noise-cancellation headsets so that they can really concentrate on the customer, with minimal disruption, to deliver cleaner, crisper calls and find the information they want quickly.

Finally, motivate, acknowledge and reward outstanding performance using the latest gamification techniques.

2. Refocus the metrics – why focus on Average Handling Times (AHTs)? Traditional Key Performance Indicators (KPIs) like these don’t always make a lot of sense and make it hard for agents to concentrate on delivering excellent customer service. Consider moving from time-based to service quality metrics such as first response times and first contact resolution rates.

3. Remember the customer journey – from beginning to end and check your process, perhaps through mystery shopping. Why do customers contact you in the first place? It is surprising how few organisations actually do this exercise. Understanding what motivates customers to call, for example by looking out for repeat-contact reasons, will give you the information you need to re-align your customer service strategy and introduce a set of relevant, effective tactics.

4. Be proactive – change contact centre culture by empowering agents to take decisions and actions that have a positive impact on customer satisfaction. Stand out from the crowd. Start by contacting customers before they have a chance to complain, or even better, before they are aware they have a problem. Earn loyalty and customer satisfaction in one fell swoop.

5. Integrate systems – avoiding the need to switch between applications and having a customer’s account history visible on just one screen, immediately makes life easier for the agent and improves customer satisfaction. Reduced agent effort leads to faster query resolution and satisfied customers.


6. Make life easy for customers – helping customers to help themselves is the smart way forward, for example provide a Web chat facility for straightforward enquiries? Studies indicate that people today, especially the Millennial Generation, want to self-serve. Make self-service a priority in the contact centre to boost customer service in more ways than one. The latest IVR and automated payment solutions allow customers to order products, book holidays, provide utility readings and obtain bank balances without speaking to an agent. This means more time for agents to dedicate to complex or sensitive enquiries that require a different approach and the human touch.

7. Make the customer feel special – all customers like to feel valued. Encourage agents to follow up interactions with personalised calls or emails to make customers feel special. Why not take advantage of routing technology, based on CRM data, to prioritise VIP customers? Both tactics will guarantee increased satisfaction ratings and promote longer-term loyalty and profitability.

8. Review your social customer service – there’s no getting away from it, social media is here to stay. Increasing numbers of people are relying on the world’s largest social media networking sites to source information, find out what others have to say about products and services and even air grievances.

Turn this to your advantage by engaging proactively via social media. Create a platform for customers to exchange ideas, feedback and knowledge. This type of social forum will foster a spirit of inclusivity and encourage learning across your client base. Take it one step further by rewarding ‘super users’ who share valuable intelligence to help the broader community.

You don’t need to start from scratch. None of these practical techniques necessarily need new technology but they do require a long hard look at processes and procedures and potentially a tweak to existing systems. So the moral of the tale is don’t over-complicate matters and keep it simple. Adopt these eight quick wins to put the wow factor back into your contact centre.

What are you waiting for?

#contactcenterworld, @puzzelsolutions


About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Consider Your Center As A Production Line

Read today's tip or listen to it on podcast.

Published: Friday, March 30, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
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.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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