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Article : Look After Your Customer – Or Cry, Says Merchants

#contactcentreworld

Customer experience has become the top strategic differentiator for organisations globally, particularly for industries where products and services are fast becoming commoditised and they can no longer serve as a differentiator.

"According to the 2016 Dimension Data Global Contact Centre Benchmarking Report, 83% of organisations surveyed already see customer experience, or CX, as a competitive differentiator. Interestingly, this figure sits at 91% when only the South African respondents are taken into account," says Sandra Galer, Consulting Director of Merchants.

Launched recently in Johannesburg, the report also highlights that 78% of global respondents view CX as their most important strategic performance measure. The reason for this high percentage is clear when you see that 74% of global organisations see a clear link between CX and increased revenue and profits. "Again these figures are both higher among South African respondents, but the message is simple and very clear. Look after your customers, or cry," she says.

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And while digital engagement is on the increase and set to overtake phone interaction by the end of this year, customers are demanding digital transformation that does not eliminate the need for the human touch.

"Customers don’t necessarily want to talk to your organisation, they just want their interaction to be quick and easy and preferably something that they can do themselves. However, we believe that these digital channels could be even more powerful if they show a human touch," says Galer. The rate at which technology is being adopted is holding organisations back, with two in every three organisations stating that their digital technology is not meeting business needs.

"We are also seeing a disconnect between the importance of digital channels and the measurement thereof, with less than half of the respondents measuring the quality of their digital interactions," adds Galer. "When you compare that to almost 90% measuring the quality of telephonic interactions, it is no surprise that customer satisfaction levels continue to drop."

Omnichannel continues to dominate as the top technology trend, but often the contact centre is not involved in the approval stage of new technology systems. "This, along with the fact that analytics are not often shared between the contact centre and the broader business, means that organisations are not using the information at their disposal to improve their processes and procedures and ultimately, their overall customer experience," says Galer.

"All of this has led to an increase in complexity in the contact centre, which means we expect more from our agents, yet we are seeing a decrease in induction training putting contact centres at risk of not being able to meet customers’ expectations."

She adds that contact centres should consider going back to basics before trying to adopt the next big trend. "Put your customer at the centre of your business strategy and ensure that you have the tools and measurements in place to deliver on their expectations. Then you can start focusing on the next step and proactively find incremental ways of improving customer experience," Galer concludes.

#contactcentreworld


About Sandra Galer:
Sandra is the Consulting Director at Merchants. Starting as a call centre agent, she’s held a range of operational roles, including creating and running contact centres for international clients. With over 20 years’ experience in the contact centre environment, she brings best practices and a common methodology to our operations.

About Merchants:
Company LogoMerchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
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Today's Tip of the Day - Where Is The Business Going?

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

Published: Friday, October 28, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
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.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
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-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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