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Article : Delivering a Great Customer Experience (CX) is the Ultimate Aim of Contact Centers

#contactcenterworld, @Calabrio

Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? Here's how to WOW customers in five easy steps - and an invitation test your knowledge in the Big CX Quiz on 5 May 2021.

CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic. As businesses prepare to transition from survive to thrive mode, now is the perfect time to look back on lessons learned and come up with a plan to re-invigorate your contact centre strategy and test your current CX knowledge.

5 ways to WOW customers

Delivering exceptional customer experiences comes down to giving more – including ensuring agents receive the same level of TLC as customers, introducing best practice processes and deploying the right technology. Here are a few ideas for inspiration:

  1. Power your super agents – the journey to wowing customers starts with wowing frontline staff. No doubt, many agents are feeling far from super after the challenges of the past year. It’s time to re-invigorate everyone with a fresh approach. Maintain honest and open communications and encourage agents to continue with new learning. Introduce self-service scheduling to allow agents to create a better work/life balance. Then, give them the tools to drive exceptional CX with technology that blends desktop applications and customer interactions in one simple, intuitive interface.

  2. Hold the right customer conversations – by truly understanding how customers want to interact with your brand and then providing them with the channels of their choice. While the pandemic has accelerated digital expansion including the introduction of new channels such as social media, Calabrio’s own research reveals that customers expect a fast and efficient service with the human touch. While 57% of contact centre professionals say customers expect ‘multiple channels for communication’, 68% express a desire for ‘human agent availability over bots.’ The focus going forward is to invest wisely, namely in technology that enriches the customer experience by being meaningful. If you don’t know what channels matter to your customers, simply ask them. Then, save the clever stuff for improving customer service such as uncovering bottlenecks or using automated analytics to reveal which channel is trending on a customer’s wish list.

  3. Aim for analytics-driven service – advancements in Artificial Intelligence (AI) and Machine Learning (ML) provide contact centres with the valuable insights they need to give more to agents and customers. AI-driven speech analytics capture 100% of customer interactions while quality management (QM) helps identify the one word that keeps cropping up in customer conversations to flag up issues, categorise calls and then prioritise them. Meanwhile, the latest Chatbots for agents and sentiment analysis identify potential cries for help in the contact centre from identifying agents who are struggling to cope to picking up on the mood of the customer.

  4. Introduce operational best practices for a competitive edge – using important operational and managerial insights that come directly from the contact centre. Forward-thinking organisations are utilising this valuable intelligence to change their ways of working and boost productivity. Take the example of Thomson Reuters. By acting on data, the company has dramatically improved efficiencies, increasing new agents’ utilisation of knowledge assets to better answer customer questions and accelerate resolution times. A 6.4% increase in CSAT and expected 3% saving in operating costs are just the icing on the cake!

  5. Invest in technology with the ‘Give More’ gene – the best solutions are designed to ensure stellar customer and agent experiences. Built with ‘give more’ in their DNA, they combine ease of use with the latest analytics and business intelligence (BI) to readily anticipate and respond to customer enquiries while empowering agents to reach their full potential. Look out for vendors who value partnership, innovating alongside their user community to build products that help organisations stay connected to customers and one step ahead of the competition.

#contactcenterworld, @Calabrio


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Wednesday, June 16, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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