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Article : Mastering the Art of Cost-Saving in Customer Service

#contactcenterworld, @puzzelsolutions, @PRArtistry

As lockdown continues to ease, it pays to keep an eye on the pennies. Thomas Rødseth, Chief Technical Officer of Puzzel, outlines 5 ways to achieve all-round efficiencies in customer service.

It’s taken years for contact centres to shake off their negative cost centre image, and now, life with COVID-19 has thrown a spanner in the works. The challenges of managing a cost-efficient customer service operation which meets increased customer demand while also dealing with home working are greater than ever before. Now is the time for contact centres to prove their worth as valuable profit centres and become the drivers of enhanced customer experience (CX) and business success in today’s complex, post-lockdown world.

So, how do contact centres reduce costs while continuing to deliver exceptional experiences for their customers and their virtually-dispersed agents?

A 5-step guide to all-round efficiencies in customer service
Here are five ideas to get you started:

  • On-premise versus the cloud? – COVID-19 has brought to a head the debate over issues such as whether to stay on-premise or move to the cloud. Numerous reports tell us the pandemic has revealed how organisations that rely on legacy systems and resist transitioning to the cloud have struggled to adapt to increased customer demand and a new environment where the majority of agents work remotely.

    It really is time to take that final leap into the cloud. Highly flexible, cloud-based solutions serve customers and agents effectively while offering tangible cost-saving opportunities. You only pay for the services you use without the burden of up-front capital expenditure or annual maintenance payments. In Puzzel’s own experience, organisations can save on average 20% simply by adopting a cloud approach versus retaining a traditional on-premise solution.

  • Choose the right agents and keep them – to avoid the unnecessary expense of recruitment and training associated with high attrition rates. Start by choosing your candidates carefully. As more agents work from home, the focus is shifting towards a completely different set of skills. Look for agents who demonstrate a deep capacity for self-management, problem-solving, independent technology set-up and greater cyber security awareness. These are all essential requisites for thriving in a remote environment.

    Once you’ve found the right agents, build home-working confidence by giving them the best tools to do their job. The latest agent applications for example, link directly to CRM systems, mobile apps, social media networking sites and even the latest consumer review websites like Trustpilot.com to give agents all the information they need in one place. The right technology enables agents to respond swiftly to customers without switching applications or resorting to pop-ups. Make life easier for employees and they’ll reward you with loyalty, lower churn and therefore lower costs.

  • Go digital – digital channels are an effective way to reduce costs while boosting contact centre performance and enhancing customer satisfaction. Certainly, the most widely deployed multimedia channels – email, web chat and social media are all cheaper than traditional voice calls in ‘cost per contact’ terms. With the average live telephony call at £4.53, emails typically cost £3.89, web-chat at £3.39 and social media contacts cost £3.18.[i]

  • Be creative with tech – combining work with domestic duties when working from home can be daunting for agents so introduce clever technology behind the scenes to minimise stress levels and generate efficiencies all round. Consider introducing the latest automated Workforce Management (WFM) capabilities to build flexible, employee friendly schedules that maximise agent time, skills and availability while ensuring they have plenty of time to learn something new and connect with colleagues via online chat or video conferencing facilities.

    Next, integrate modern ticketing solutions into the contact centre for effective email and case management at minimal effort and cost. Offering a simple, single sign-on for all contact centre activities, these enable organisations to handle large volumes of inquiries and they offer unlimited opportunities to provide customised, efficient responses to the most common requests while accelerating agent wrap-up and follow-up times.

  • Get it right first time – invest in truly listening to your customers and acting on their feedback to improve CX and maximise ROI first time around. Take a closer look at Artificial Intelligence (AI). The beauty of AI-powered tools like chatbots is the more they are used, the better they get - without having to spend an extra penny. Use them for virtual agents and to develop dedicated ‘bot buddies’ that allow agents to communicate with AI through speech or text to find answers to customer queries and suggested responses - rather like a whisper in the ear. The best AI solutions are embedded with ‘sentiment analysis’ technology. These capture the mood of the customer based on current and past conversations and then relay this vital intelligence to agents to achieve all-round efficiencies.

#contactcenterworld, @puzzelsolutions, @PRArtistry


About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.

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.
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About PR Artistry:
Company LogoA fresh approach to IT PR and Content Creation that focuses on deliverables. Whether you are looking to scale up, expand, move into new markets or sectors, or in preparation for attracting new investors, whatever your goals, PRA has the experience and skills to provide help, guidance and a useful extra pair of hands. We have over 25 years’ experience in the tech sector and we are still excited by the pace of change and innovation. We can quickly understand the essence of your business and what makes your products and services uniquely compelling. We don’t just create content we promote it and provide a monitoring service to measure success.
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Today's Tip of the Day - Understand the Processes And The Culture

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

Published: Friday, August 28, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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