How hard is it to be your customer?
If your service organization is like many others, you put too many obstacles between a customer inquiry and its successful resolution. Perhaps your customers must hop from one disconnected communication channel to another. Perhaps your agents must weave through multiple, inconsistent systems. Maybe your IT team struggles with changing business requirements and an interminable backlog of requests. How can you reduce customer effort and build up the long-term relationship with your customers?
The goals of any customer service organizations typically fall into three categories:
If that’s our customer service mission, then it seems crazy, in this digital age, to see what our customer service reality is. So many contact centers are falling short of these goals.
In other words, the effort that customers must put forth to get what they need from your business is growing every day. We often fail to deliver customer service suitable for this digital age, putting up obstacles that require sometimes Herculean levels of customer effort to work through our own quirks as a service organization.
To deliver a great customer experience and overcome these obstacles, your customer service should invest in three areas: the Power to Engage, the Power to Simplify, and the Power to Change.
The Power to Engage
Customer service has long stopped being confined to phone calls. Nearly three quarters of all customers use three or more channels for customer service issues. Whether it’s mobile apps, social media, instant message, video chat, co-browsing on your website, or even in-person - your customer service needs to be able to switch between these channels without restarting their conversation with you each time.
You need to break down the organizational silos that force your customer to run these obstacle courses. If you can empower your employees with the right information, guidance, and authority, and connect them to centralized information no matter what the channel, then your agent can connect the dots instead of hoping the customer can do it.
The Power to Simplify
Take a walk around many contact centers and you’ll see some decidedly un-digital artifacts. Screens are crowded with way too many applications. Sticky notes and workarounds get tacked to cubicle walls. Many have binders full of company policies, procedures, or special product offers. Manual processes and paper shuffling take care of whatever agents can’t by themselves.
To solve this problem, at a minimum your contact center needs a unified desktop that pulls all your customer information into one view. But even that’s not enough simplifying, because you’re still overwhelming your agents with information. You should provide intelligent guidance to your agents so they can make sense of that information. Tell them what to say next, step by step, based not only on the customer’s issue but also based on your business goals for that specific customer. Automate busy work and take care of decisions that don’t require their experience, so they can spend less time escalating or chasing workarounds and more time delivering a quality customer experience.
The Power to Change
Any failure to adapt to changes - limited time offers, new policies and procedures, exceptions to the rules - is a terrible blow to your customer’s expectations. Yet every customer service organization faces change. Whoever’s maintaining your systems, in traditional do-it-yourself software development, is constantly struggling to keep up with the requests.
You need to eliminate the lag time between when your business decides it needs a fix in place, and when you can deploy those changes to your business. You want those changes - those new products, decision points, and processes - to propagate across all channels, so you aren’t simultaneously reprogramming how you interact with customers across separate silos of disjointed customer experiences. For that to work, you need an environment in which business and IT can work together, with a common understanding of the steps in place from point A to point B. That way your team can rapidly adapt and quickly deploy changes.
You can’t expect success if you’re putting your customers through an obstacle course in today’s Digital Age. By engaging customers, simplifying operations, and quickly adapting to constantly changing market needs, your digital transformation can reduce customer effort and grow total customer value.
Pegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
Published: Tuesday, March 31, 2015
|1.)||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:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.
|11.)||Scopserv Integrated Services|
ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|13.)||The Phone Number Testing Company|
Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.
If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
We offer a free no obligation test trial