Today’s empowered customers have altered the ways products, services and, most importantly, information is utilized. Customers, and even prospects, expect effortless, personalized, and cohesive engagements at all times, from anywhere, and any device. In fact, they provide businesses with the information needed to create personalized experiences every time they visit a site, post a comment, and start a search.
Contact centers too need to step up and reset the playing field, and design business interactions around today’s customer choices. Future contact centers will have to use advanced technologies and tools to capture, scrub, and apply predictive and prescriptive analytics to the vast volumes of Big Data generated in order to provide superior customer service.
John Experiences The Future Contact Center
In the present day contact center, a customer has to deal with complex IVR layers, long hold times, heavy traffic, call transfers, problem repetitions, and non-resolution of issues. Let us see how the future will look. John is fictional, but his experience is real time.
John purchased a smartphone from XYZ company with a "need" to make video calls. But after receiving his phone, he finds the camera is not working.
John is an existing customer of XYZ brand. His phone number and voice sample have been fetched from the credit card provider, which was registered in the company’s Contact Center CRM after his last purchase.
Level 1 Experience
A Customer Care Robo IVR welcomes John and congratulates him on his new purchase with a natural voice.
Level 2 Experience
John is unable to follow the technical flow description, and the robot senses his predicament and escalates the issue.
A Human Touch
John is connected to a human advisor who guides him and resolves the problem.
When Offers Rain, They Pour!
John receives interesting offers and rebates for purchasing a new phone.
Proactive Post-Care Is Also Care
The contact center advisor not only resolves John’s complaints, but also follows it up with him, thereby earning his loyalty.
Seize The Moment
The contact centers of the future will function differently from those of today. Future-looking enterprises will need to:
Customers’ desires should be central to business. If contact center services and technologies fail to evolve, and fail to meet the aspirations of the customer of the future as well as gauge omni-channel conversations and customer intent, businesses will face significant gaps in capturing, engaging, or retaining customers. It’s time to take a leap into the future and redesign your contact center business around the new, empowered customer.
About Murali A:
Murali A is the Business Solutions Lead at Minacs Group. In this role, he works closely with new clients to understand their challenges and requirements and builds robust contact center solutions to address their business needs. With over 20 years of experience in KPO/BPO operations, solutions, and sales, his expertise ranges across varied industries like Healthcare, Insurance, and Telecom. Murali holds a Postgraduate Diploma in Business Administration from Symbiosis College, India.
Concentrix,is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries and across six continents, our staff delivers customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
Published: Monday, September 28, 2015
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