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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.

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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 LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Headsets

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

Published: Wednesday, June 16, 2021

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

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 Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.



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