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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.



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 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 - Build In Training Time

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

Published: Friday, October 28, 2016

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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