With the arrival of a new year, contact centers are set to experience shifts in customer engagement strategy. While many of the trends to be expected in 2016 closely mirror current ones, the ways in which technologies are implemented, agents train for and deliver service, and consumers choose to interact with their preferred brands will emphasize greater personalized attention and even more cutting-edge technology for seamless customer experiences. Here are the first five of the top ten trends for customer engagement to look out for in 2016.
Omnichannel. While 2015 saw brands weighing the differences between multichannel and omnichannel practices-with many stating that the latter was simply an enhanced version of the former-omnichannel now reigns supreme. It’s not enough for brands to simply offer service on multiple channels-what counts is optimizing across all channels for a seamless, consistent experience and meaningful marketing strategy. Accenture reported earlier this year that 65% of consumers surveyed felt frustrated by inconsistent experiences across channels, and a survey of 120 chief marketing officers conducted by The CMO Club and Rakuten Marketing found that only 11% are currently implementing an omnichannel strategy with 55% claiming that their company has yet to do so.
Automation. Self-service has increasingly become a high-demand feature in customer service, with brands across many industries finding numerous ways to deliver quicker, more efficient service at significantly reduced costs for greater customer loyalty. Intelligent virtual assistants (IVAs) are often used by airlines, hotels, utilities companies, and retail brands to name a few, with Hyatt Hotels serving as one example of a company that saw a 94% savings on fully automated interactions and an increase in ROI from 2011 to the present of between 125% to 150%. Brands as diverse as Coca-Cola, U.S. Bank, and Pfizer also use IVAs, and other technologies such as visual IVR menus enable customers to benefit from faster service on their mobile devices at reduced costs to the companies implementing them.
Video. Video continues to play an evolving role in customer service, with more and more brands noting the importance of offering face-to-face interactions for a richer, more personalized experience. Videos may be used for greater self-service by offering customers tutorials on company websites, testimonials about brands to educate and inspire customers, and, of course, video chat for optimum customer service. Indeed, Gartner has predicted that more than 100 of the 500 largest global businesses will introduce video-based chat by 2018. Video technology is further evolving to use customer data as a means of delivering personalized videos for stronger customer service and marketing targeted at each specific customer’s needs.
Eliminate Holds/Enable Callbacks. No one likes to lose time, and brands that value this principle can expect greater customer loyalty. For customers who prefer to use the voice channel for service, callbacks are critical to saving them time and frustration. Technologies that enable callbacks based on a customer’s position in a queue-essentially calling back the customer as soon as an agent is free–can eliminate hold time, reduce abandonment rates, and provide greater agent efficiency and customer satisfaction.
Social Media. Social media continues to play an important and evolving role in the customer experience. Customers are quick to comment on brands after both positive and negative experiences, leading to opportunities for both brand advocacy and customer churn. Companies and customers alike are further embracing social media platforms as prime channels for customer service. According to an Aberdeen Group report, companies that respond to and engage with customers over social media can expect those customers to spend 20 to 40 percent more with that company, while the same report found that 71% of consumers who have positive social customer service experiences are likely to recommend that brand to others. Twitter recently acknowledged the significance of its platform for customer service by unveiling a suite of data products and functionality designed especially to provide companies with the essential tools for delivering excellent customer service, and many companies are following suit by adopting the tools into their social customer care software.
Stay tuned for our next blog post describing the five remaining customer engagement trends for 2016. Visit us at Vocalcom.com
About Anthony Dinis:
Vocalcom is a global provider of cloud technology which helps businesses win more customers, serve better and grow faster. With more than 1,400 customers in 47 countries, is one of the foremost players in cloud contact center software, omnichannel customer experience, & sales acceleration technology. Vocalcom provides a compliant, multi-tenant cloud call center, that provides all the benefits of enterprise-level call center software without the cost or hassle, meaning businesses can invest their money in further expansion and scale the use of Vocalcom to support their growth. With Vocalcom solutions, sales and service professionals benefit from a great value customer contact solution which ensures teams can continually improve performance, win more customers, and deliver a personalized customer service experience all in one place.
Published: Friday, December 18, 2015
|1.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.
Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.
|10.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|11.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.