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
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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:
Macfarlane 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.
Published: Monday, October 5, 2015
|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.
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|3.)||Cloud IT Services GmbH|
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:
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...
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.
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Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
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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.
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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.
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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.
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Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.