Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Making Light Work of Digital Channels – 7 Chat and Co-Browsing Tips

#contactcenterworld, @puzzelsolutions

In the first blog of this new series, Colin Hay explores the rise of Web Chat and Co-browsing. He shares 7 tips for blending the two using the latest cloud contact centre solutions to create a complete and satisfying customer experience.

Web Chat has been around for many years but it’s only recently become a mainstream channel for customer interactions. According to ContactBabel, Web Chat is on the rise with 39% of organisations currently using it and a further 38% looking to implement it in the next 12 months and beyond. While Web Chat is an increasingly popular channel, the reality is that it is generally deployed as a direct replacement for live telephone calls, with very limited use of automation or value-added features.

To release the full potential of Web Chat, it should be combined with other techniques or technology that guarantee high levels of personalised interaction. Web collaboration or co-browsing is a great example of this. Unlike page-pushing, which is a one-way movement of information from agent to customer and screen sharing, where the agent takes control of the customer’s desktop, co-browsing is a true two-way collaboration tool. Why not make Web Chat and co-browsing a powerful addition to your digital offering?

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

7 tips for successful Chat and Co-browsing
Here are seven tips for getting started:

  1. Give Web Chat a proper role – begin by establishing the role you want Web Chat to play within your customer contact mix. Do you see it as a replacement for email? Or is it more of a call avoidance strategy? Or is it perhaps a way to close the sale? Without understanding this, it’ll be difficult to link Web Chat effectively with co-browsing and ultimately measure its success. For example, consider offering Web Chat and co-browsing only to VIP customers, or to those who are in the final stages of purchasing one of your products but are hesitating before making the final leap!

  2. Choose the most suitable metrics – make them relevant to what you are trying to achieve. If Web Chat is about revenue generation, then focus on sales conversion rates, rather than average handle time, in order to encourage agents to make the most of cross-selling and up-selling opportunities.

  3. Give customers choice - offer options to close the loop with customers. Some may use Web Chat as an initial method to ask tentatively about products and services. Create opportunities to continue that conversation via a phone, or to send relevant documents and videos.

  4. Don’t rush into it - consider using a trial, in a discrete department, product or service area. This will allow you to understand what works and what doesn’t, in a relatively low-risk environment. It will also provide information about the type of customer that Web Chat and co-browsing will appeal to - and possibilities for use.

  5. Communicate your intentions to customers - make them aware of Web Chat and co-browsing availability by promoting them through existing channels, such as pre-voice IVR services.

  6. Prepare your agents - work out how many Web Chat sessions agents can realistically handle then feed this information into your workforce planning system. Boost agent confidence with the right training. When hiring new agents, look for candidates with good written communication skills.

  7. Let technology do the rest - use the latest cloud contact centre solutions to:
  • Create an effective digital eco-system - customers expect to receive the same excellent service regardless of channel. Make sure your contact centre solution fully integrates with your CRM and other business applications to provide a single view of the customer. Next, link Web Chat with your existing customer service channels. Treating Web Chat interactions in the same way as other communication channels means resources can be deployed quickly and efficiently. It also enables agents to bring subject matter experts into the conversation to deliver rapid first contact responses every time.

  • Make the most of AI – global research firm Forrester claims "companies that master the interplay between AI, automation and human relationships will dominate their industries."[ii] Maximise the AI opportunity by making them the first contact point for customers. Virtual assistants can begin by directing customers to the correct part of the website or FAQ, while biometrics and pre-authentication using special apps and visual IVR identify customers swiftly and accurately before clicking to Web Chat or a human advisor. Just be sure the handover between virtual and live agents is totally seamless.

  • Monitor and measure – make plans to handle Web Chat spikes and provide estimated wait times to those in a Web Chat queue. This will allow customers to choose a self-service, phone or email alternative - the all-important choice we mentioned earlier. Then blend with clever speech analytics to track your Web Chat and co-browsing sessions, establish the weaknesses and make continual improvements to customer conversations.

When combined successfully, Web Chat and co-browsing are all part of improving the customer experience by building frictionless customer journeys.

#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.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Getting The Marketing Message Right

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

Published: Monday, January 28, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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.

4.) 
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.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
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

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 4563 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =