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Article : The Key Differentiator

#contactcenterworld

Recently, I was siting in a room with a CEO whose products are part of the luxury goods market. During our time together we were addressing what is the key differentiator of the CEO’s brand and their direct competition. At the end of the conversation, it was apparent that the crucial element that was needed to break away from the pack was a "Best in Class Customer Experience".

One of the most common and comforting lies brands tell themselves is that they provide great customer service. In fact, the exact opposite is true. According to research, roughly 82% of customers leave a brand because of bad customer service. While many brands will admit it is a problem, many choose to put their collective heads in the sand and solely depend on KPI data and cost to "justify" the quality of service they provide their customers.

Over the course of my twenty two plus years in the call center industry, I have only seen a handful of brands really tackle this issue head on. I understand why, as it is a journey where leaders have to look themselves in the eye and admit that they are not providing "best in class" experiences to their customers. If you are ready to distinguish your service from your competitors and have the courage to admit you need to make changes, you are already ahead of many brands. Congratulations!

So what do you do now? There are some understandings and questions you must ask before we look at any data. First, think about what brands come to mind when you think about "Best in Class"? What are the commonalties across these companies? For me, they are the brands who have a strong culture, puts customer before cost, acknowledge people are one of the dominate parts of the business, and focus more on quality than quantity.

Second, what are the generational impacts in today’s market? Did you know that we have entered a period of time where we have to concurrently support four sizable generations of consumers and each one has their own preference of how they interact with you? For example, "Baby Boomers" will prefer engaging in person or over the phone. Generation X leans more towards interactive chat. Finally, the Generation Y and Z customers want to do everything on social media or a mobile app. Whichever brand understands their customer expectations in regard to how they prefer to interact and fulfills that demand, will create separation for themselves from their competition.

Third, spend some time online reviewing what your customers are saying about your brand as well as your competition. Too many times we establish quality programs and metrics based on what we feel the ideal customer experience should be. Why do we do this when we have a plethora of information on the web from the very users we are trying to WOW? The CEO and I were not shocked to find it was the Customer Experience that suffered the same across the market. It was an ah-ha moment. The brand and product were already superior so making changes to how the company’s service department interacts with the customer would be monumental in separating the brand from the rest of the pack.

Finally, you need to ask yourself, what you are prepared to do with this information? I would encourage you to use it to define what "A Great Customer Experience" should look like for your brand. Use it to determine which channels to support based on your customers wants. Hire the right people to support this vision and, finally, identify which data you must measure to know if you are delivering that experience. Brands are either dying or moving forward. If you choose not to change and listen to the customer, they will find someone who will.

#contactcenterworld


About PerfectServe:
Company LogoA single, unified communications platform that connects clinicians in any care setting, across the care continuum. Based in Knoxville, Tenn., the intelligent clinical communications platform processes more than 35 million clinical communication interactions each year involving more than 70,000 physicians.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Friday, April 6, 2018

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2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
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.

4.) 
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.

5.) 
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.

6.) 
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!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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