Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : The Evolution of Self-Serve Customer Service

#contactcenterworld, @BlueOceanTweets

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password.

We know you hate calling tech support. We know you’d rather not "press one for yes." We certainly get the irritation of being left on hold forever. And so it’s unsurprising that we’ve seen a growing popularity in self-serve customer service. Variations include Tier 0, IVR, automation, and artificial intelligence, and they all have one thing in common: you no longer have to interact with a real live human being. It’s not a new concept, but it has evolved over the years.

If you’re looking to outsource your call center, self-serve at some level will likely be part of your solution design. Tier 0 support has the potential to significantly reduce transactional call volume, while simultaneously engaging your customers on their own terms. However, automation in customer service also carries the risk of negatively impacting the customer experience. Finding a sweet spot is vital.

What Self-Serve Used to Look Like


Assuming you’ve already cut the cord with the few companies that never upgraded from the earliest forms of self-serve customer service (aka "IVR Hell"), we probably don’t have to remind you what Tier 0 support looked like "back in the day." It’s that circular, primitive version of self-help where you get stuck in an automated loop of endless numeric options and voicemail boxes. Good luck finding what you need.

Companies that implemented the earliest versions of Tier 0 technology were likely excited by the possibilities. It was cutting edge. It relieved agent bandwidth. Their customers hold times were reduced. Most of all, it drove down call volume, resulting in lower call center costs.

But being lowering costs came with a different price: customer frustration and compromised customer loyalty.

What Tier 0 Support Looks Like Today

Today’s self-serve or Tier 0 customer service is heavily focused on customer satisfaction, and as a result, the technology has become increasingly elegant, better integrated, and – most importantly – more user-friendly.

Self-serve is an integral part of omni-channel customer service, seamlessly integrating with the customer experience across social media, live chat, email and phone. Every transaction is captured and stored so that when a customer does eventually interact with a live agent, the agent understands the customer journey and what steps they’ve already taken towards reaching resolution.

Building the right Tier 0 strategy requires a lot of collaboration with your frontline agents as well as a comprehensive understanding of your brand and its promises. It’s not a simple matter of bringing in programmers and saying, "automate this function." Your customer care team members, including frontline agents, are critical resources in helping to decide how and what to automate. They’ll know which kind of processes and queries can be easily and effectively translated into self-serve customer service. And they’ll know how to communicate it all in a way that aligns with your company’s brand.

It’s also worth mentioning here that engaging a self-serve option or triggering Tier 0 is rarely the first step in the customer journey map. A great self-serve strategy is acutely aware of everywhere a customer may go first before picking up the phone. This includes both online customer support and crowd-sourced customer support. Think of your iPhone or iMac for a moment. Although Apple has a wealth of customer support channels, many people will turn to public forums before they go to Apple’s website, store or phoneline. Being aware of the reasons why people might turn to crowd-sourced customer support is essential in building a strong self-serve strategy.

How Self-Serve Fits into the Customer Experience

We’ve already mentioned the companies that went with the primitive self-serve customer service automation when it was shiny and new. They wanted cost-effectiveness and excitement, and many of them implemented it on every level. On the flip side, though, are companies that go kicking and screaming to Tier 0. Their core belief is that they want 100% agent interaction for every query. But this is equally detrimental to the customer experience.

Sure, your 87-year old grandmother probably wants nothing to do with self-serve. But according to IBM, 75% of Millennials want to solve their own issue. As an ever-growing portion of your customer demographics, supporting the specific preferences of this generation of consumers is vital. When they have a problem with their computer/car/password/membership, they will almost always go to Google first. From there, they will turn to social media, FAQs, public forums, and live chat before they pick up the phone. If you can pleasantly surprise them with a simple, elegant self-serve option via phone (or better yet text or chatbot) that solves relatively simple problems, then you’ve just gained a notch in their level of loyalty (which, as studies show, is fragile and difficult to gain in Millennials in the first place).

Interestingly, although the Millennial generation prefers less human interaction in their customer service, they do value personalized support. That’s where Tier 0 support – and strategic omni-channel service in general – has upped the ante. The proliferation of data that floods into the call center from every channel helps to build a very specific profile of each customer, which enables an agent to personalize their interaction and deliver a differentiated customer experience.

Leveraging Self-Serve Customer Support in Your Call Center

The beauty of an intelligent self-serve solution is that you can redirect your agent efforts to much more complex customer service situations. The auto club member who is experiencing an emergency wants human support not a chatbot. The network administrator who’s troubleshooting a critical issue that impacts enterprise stakeholders needs a partner in the process to make the right decisions and take the right actions quickly. The caller who’s genuinely befuddled by the fine print on their insurance contract wants less frustration and more clarity. These are scenarios where frontline agents are the star of the show. Putting your resources here – instead of the password resets, the membership activations, the billing transactions – benefits both your customer and your bottom line.

We’d love to provide more insight into how Tier 0/self-serve customer service fits into the big picture in your contact center. Let's chat.

#contactcenterworld, @BlueOceanTweets


About Andrew O'Brien:
Andrew O’Brien is a results-driven strategic thinker. In his 15+ years with Blue Ocean, Andrew has been instrumental in creating strategic solutions that build loyalty and help drive revenue for clients with complex support requirements. Under Andrew’s watch, the operational culture of Blue Ocean is one of constant striving for even greater efficiency, for dynamic innovation, and for the relentless pursuit of best-in-class performance.

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Games Trainers Play

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

Published: Wednesday, June 14, 2017

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.

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.

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.

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.

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.

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.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

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.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =