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Article : Six Ways To Personalise Customer Experiences

Can customer contact operators deliver the best of both worlds: efficiency and cost-saving on the one hand and ‘proactive’ corner shop service on the other? Here are six strategies designed to help:


1. Take control of relationships - throughout the entire customer lifecycle!

Fully understand the journey customers go through, from the time they make initial web site queries to the day they are no longer customers - and make intelligent and ‘personal’ interventions to encourage them to remain loyal and upgrade. During the new product registration period, for example, contact clients to ask whether they are happy with their new purchases and use the opportunity to better understand their needs/preferences and introduce complimentary products. Periods historically associated with high customer churn are also ideal periods to proactively make contact to highlight renewal deals and other special offers.


2: Make intelligent interventions based on customer insight and feedback

Analyse the enormous amount of data that exists about your customers and use the results to aid real-time decision-making and create more personalised experiences. Combine the information you have about customers (who they are, where they live, their preferences, likes/dislikes etc.) with past purchase and service history, customer feedback and real-time online activity data to:

- Highlight related products/services
- Point to special offers
- Switch ‘public conversations’ (i.e over social media) to one-to-one ‘private conversations’
- Offer immediate relevant support

....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!

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....CONTENT CONTINUED BELOW

3: Use intelligent self-service to deliver ‘mass personalisation’

Take advantage of the latest technical innovations to deliver more personalised self-service experiences. These include:

- Web search facilities that incorporate natural language recognition technology
- Speech-enabled self-service systems
- Intelligent web technology that can spot when visitors are experiencing difficulties online
- Single click web help facilities
- In-app customer service


4: Turn your SuperAgents into Service Account Managers

SuperAgents are supposed to be able to handle any customer query at any time and via any channel. But if we expect them to be able to proactively manage customer relationships and prevent future contacts by anticipating customer demands, then we need to turn them into Service Account Managers. Working alongside traditional Account and Relationship Managers, the role of the SuperAgent will not only be to keep customers happy by fully understanding their needs but also to ensure that relationships are optimised for both supplier and customer.


5: Close the Context Gap. Don’t make customers repeat themselves

It’s common to find agents taking over calls from self-service systems and not being passed any details about the ‘context’ of the customer query - not even basic information about who they are speaking to and what their query is. That clearly needs to change. What’s the relevance to personalisation? An obvious one. It’s the difference between starting a conversation with "Hello, can I help you?" and "Good morning Mr Brown, I’m sorry you’ve been having problems with your new washing machine....."


6: Manage conversations holistically

Today, few contact centre agents have access to systems that provide a unified and holistic view of multi-channel conversation threads. Soon they will be common. Holistic ‘conversation management’ systems should not be confused with more basic multichannel contact handling systems. Several of today’s multichannel contact handling products handle voice, email, web chat and SMS on a single technology platform. However, they frequently don’t provide an holistic and unified view of all interactions across all channels in a single conversation thread on the Agent Desktop.


About William Gray:
William has over 35 years experience working in the IT and communications sectors, with the last 20 years spent developing and supplying call and contact centre solutions.

About Macfarlane Telesystems:
Company LogoMacfarlane has been a provider of customer contact solutions for over two decades. We have helped scores of public and private sector organisations transform the way they engage with their customers: enhancing customer satisfaction, increasing loyalty, reducing churn, improving performance and cutting cost-to-serve.
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Today's Tip of the Day - Complaint Management

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

Published: Monday, October 5, 2015

Printer Friendly Version Printer friendly version

2020 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

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.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
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.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
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.
PH: +44 345 0181 070

10.) 
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.
PH: 877-588-2292

11.) 
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!
PH: +441617102740

12.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
 

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