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Director, Contact Center
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Article : Making Technology Work For You

Technology is a great enabler when used properly, and when used appropriately by contact centers can really improve customer service. We asked industry professionals for their top tip regarding the use of technology in relation to improving customer service.

- A survey by Joss Jalbert, ContactCenterWorld.com

Silvio Stroescu
Head of National Channels, Analytics and Support
Tangerine
Canada

"Make usability tests (i.e. focus groups with clients) a pre-requisite when considering the use of new technologies. Most companies are good at leveraging technology to create new products or channels of interaction with clients, yet the creators are too often focused on meeting internal objectives (i.e. achieving cost savings for the organization; reducing handle times internally). Before implementation, ask clients for their feedback. Not only will this show the organization is listening to its clients, it can also lead to uncovering nuggets which the internal experts may have missed."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Martin Jukes
Management Consultant
Mpathy Plus
United Kingdom

"Make IVR's more user friendly. Too often I have called my credit card company to make an enquiry and have to pass through a number of options before being able to speak to somebody. I then have to repeat information that I have keyed in."

About Mpathy Plus

We are management consultants with a real focus on improving customer service and the customer experience. We provide a wide range of services across all sectors with expertise in transforming service... (read more)
 
Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.
Canada

"The use of virtual on hold technology. This technology allows clients to keep their spot in the queue while going on with their daily life. This provides a very good client experience during any organizations peak volume times."

 
Daniel Akre
Vice President Global Business Development
LiveXchange
United States

"Develop a single platform for across multiple SBU's as customers have multiple services with a company and should only have to make one call."

About LiveXchange

LiveXchange provides Remote Call Center Outsourcing & Workforce Optimization Solutions, designed for the next generation of home based agents. Providers in Virtual Agents since 2003, we offer an ‘... (read more)
 
Najenjwa Mbagga
Head of Department Customer Care
Vodacom Tanzania
Tanzania

"Technology can help you to improve customer service but need to be careful when you need to go beyond the technology do it! Dont forget the human essence of customer service!"

About Vodacom Tanzania

Vodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 18... (read more)
 
Douglas Utley
Partner
ScottMadden, Inc.
United States

"Take the work out! Integrate adjoining technologies so that information that is known or collected is reused to reduce questions and duplicative entry."

 
Srikanth Sesh
Founder & CEO
SmartConnect Technologies
India

"Use IVR self-service, speech technologies, so that most of customer queries (mundane ones) can be handled without speaking to an agent"

About SmartConnect Technologies

A unique IP-led initiative, addressing the convergence of omni-channel communications, as part of the various "Experience Management" theories, involving, voice, digital, social, mobility etc. UNF... (read more)
 
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"refer to point 5. don't close it to make pretty stats use the tool the the customers benefit and close it because your job is done, and use the measure to tell you the truth and then work on fixing the truth. Don't use the tool to give pretty stats to the manager who hasn't a clue how the customer feels when he looks at "fake" stats."

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
 
Dave Thomson
European Marketing Manager
Cisco
United Kingdom

"Keep it simple and easy for the customer. Remember customers either want to talk to someone with the right knowledge quickly, or they want to order something quickly, or they want to get some information quickly. Many call centers seem to have lost sight of this."

About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Comprehensive Back-Up Plan

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

Published: Friday, April 16, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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