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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

David Shaffer
Director
Intrado
United States

"FRONT END INTERFACE! Keep it simple stupid. Quit throwing a ton of different screens at your front end agents and expect them to grasp everything you need them to do. The fewer screens, the more robust and enabling the front line policies are in assisting the customers, and the better your customer service will be, the happier your front line agents will be, and the more loyalty you will build with both groups. That results in better revenue and better margins."

 
Aditya Bhalla
Practice Head, Innovation Practice
QAI Global Institute
India

"Technology has been a great enabler in enhancing the customer experience and lessening the workload of staff. However, technology is so far not guiding management on how to design processes that prevent the need for customers to call into call centers or walk into retail stores or write emails in the first place.

Technology still does not allow customers the power to control their own lifestyle."
About QAI Global Institute

QAI is a process consulting and training company helping IT and BPO organizations achieve operational excellence. QAI India has been consulting clients on framework-based models.
 
Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Use of an integrated telephony and CRM system is critical to ensuring the service loop is always closed to the satisfaction of every caller. Building automated reporting, notifications and work flows to ensure each issue can meet Service Levels and the ball is never dropped. Automation wherever possible is key and then processes to back up the technology."
About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
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)
 
David Morris
Consultant
Sharphill Management Services
United Kingdom

"Make sure that your technology is simple to use and reliable. The best integrated systems are no good if they don't work when the customer needs them or they are put off by navigating through the telephone menus and web sites. Get your staff and their families to try it out and act on what they tell you!"

 
Phil Taylor
Head Of Sales & Service Toronto
Tangerine
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."
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)
 
Simon Lynch
Executive Manager Research Support Services
CSIRO
Australia

"Use it to help connect with the customer not to be the connection!"
About CSIRO

CSIRO, the Commonwealth Scientific and Industrial Research Organisation, is Australia's national science agency and one of the largest and most diverse research agencies in the world.
 
Russell Schmidt
Ceo
Extenda Communications
United States

"At the most basic level, companies need either a CRM system or take advantage of a PIM. If you are not tracking your transactions, looking at some basic reports on buying patterns, and having the discipline to enter your interactions into a system of some sort, you are letting invaluable data just walk out the door. The CRM is the foundation for building any customer care infrastructure."
About Extenda Communications

Started in 1970 by Cyril and Sheldon Schmidt, Extenda has grown and adapted with each wave of change sweeping the communications industry. No other company can provide the depth of experience or the t... (read more)
 
Adrian Martinez
Manager
United States

"Technology is not the end all be all cure of customer service issues. While CRM or call management system applications are useful, they should never overshadow the use of intution and intelligent thought. The tip here is to use computers as a tool to improve customer service, not become a computer."

 
Karin Sokul
Client Service Manager
Stefanini
Belgium

"I would tip to use simplicity in IVR systems. We know that it is handy to guide customer from left to right into the IVR to push for self service, but in many cases in Europe I feel the culture is not ready yet. I would suggest to give the choice to the customers so that the ones who will not find their way through the system do not loose time nor get frustrated by the time they are entering a customer service."
About Stefanini

IT Outsourcing services ranging from staffing to applications to Infrastructure support
 
Robert Smith
Account Manager
Waterfield Technologies, LLC
United States

"Get up to date; find out what the new technologies can deliver and spend the money to get up to speed. Before that,though, companies need to give customer care the priority it deserves in support of growing sales, increased customer loyalty and retention. Executive attitude and attention to customer service is mandatory."
About Waterfield Technologies, LLC

Waterfield Technologies is an enterprise software and professional services firm providing customer experience solutions for organizations worldwide. Our experience and technical capabilities put miss... (read more)
 
Miguel Angel Lechuga Mart?n
Call Center - Manager
Linea Directa Aseguradora
Spain

"First you have to had a good definition about your strategy, How do you want to offer your service? So many times we want the last in technology, the supplier persuade us with technology excellences and ROI, but we don't know how to use this to give a better service."
About Linea Directa Aseguradora

Insurance
 
Daniel Akre
Managing Director
UNI Partners
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."

 
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."

 
Jeff Hattendorf
MIS Manager
Renzenberger
United States

"Use an IVR and a very dependable IVR solution provider. We have decreased our dispatch department by 2/3 because we have automated the calling out process. However, if the solutions provider cannot give you the different abilities you need and the support you require you will not be successful."

 
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)
 
Bob Friedman
Senior Consultant
ISG-One
United States

"talk to your customers, ask them what they want/need, service delivery requirement should drive the technology solution, not the other way around"
About ISG-One

ISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on informati... (read more)
 
Megan Easey
Director
Megan Easey and Associates
Ireland

"Allow agents to achieve first contact resolution seamlessly, and where escalations are required, make it possible to track them, report on them, and reduce them as much as possible."

 
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)
 
Amanda Robinson
Resource Manager
United States

"It would be to offer an option to go to an agent within the first 30 seconds of a call, to avoid an already irritated customer getting to the point where they just want to speak to supervisor."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Do Your Wall Boards Really Help?

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

Published: Friday, April 16, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Customer Relationship Management

 
1.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

2.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

3.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

4.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

5.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 
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