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Article : Top Tips For Using Technology To Improve Customer Satisfaction

Technology has many uses, but to the contact center industry, which at its core is based on customer service, how can technology improve service levels? We asked industry professionals for their top tips regarding the use of technology in relation to improving customer service.

- a survey by Joss Jalbert,

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Make sure that the technology allows you an impartial view of real-time events and activities and that the technology is used and shared by everyone in the organisation, to have a positive and useful impact on the business and purpose it is being used for. It should be used for continual improvement and to raise standards across the board, to subsequently benefit everyone in the organisation."

Shannon McCain
Resource Development, Manager
Apple Vacations
United States

"Technology is not always the answer. I am all for technological advancement, as a matter of fact, I prefer it, but when I need a person, trust me when I say I I am smart enough to have had exhausted all of my technical resources. At that point, technology is not the answer I am looking for."

Arnold Ward
Management Consultant

"Capitalize on the information collected when a call is initiated. In many cases, after taking the time to identify myself, I have to repeat the very same information provided when I finally get through the IVR to a live person. There is nothing more frustrating then repeating myself, especially when I haven’t even had a chance to provide the details as to why I have initiated the call. I would also add that "dropping the call" during a transfer is also a big negative factor for technology. It happens more often then it should. In fact, some companies I call specifically ask for a call back number in case we get disconnected. While that is a good idea, a better idea would be to resolve the dropping call problem so calling back is not necessary."


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Rob McDougall
Upstream Works

"Never forget what the customer tells you. And this could be simply losing their account number from the IVR to the agent, but it's also when they called previously, why they've been contacting you, who they've been talking to, and what was done."

About Upstream Works

Upstream Works provides Omnichannel Contact Center software. We are passionate about creating solutions that help organizations exceed their customer experience goals. . We bring the omnichannel custo... (read more)
Robert Wint
Senior Vice President Marketing, EMEA
United Kingdom

"The best thing companies can and should do is listen to their customers, and the latest Speech Analytics technology lets organisations really drill down and find out what their customers are really talking about. With Speech Analytics the answers are all there - you just need to listen."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
Jaime Scott
Head of Global Quality
United Kingdom

"Many organisations see technology as the sole answer to the business challenges that they face. However, the implementation of technology on top of flawed processes and policies can sometimes result in flawed processes that are simply more efficiently flawed. For example, with Vertex ContactPlus, the implementation of call recording and playback, enhanced with innovative reporting and analysis capabilities is only effective when it is combined with PerformancePlus – our best practice coaching framework and strong culture of leadership focused on performance management and learning."

About Capita

Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved c... (read more)
Probir Geoffrey Dutt
International Sales Director

"Well the first thing we should remember is that technology is an enabler only, not the be all and end all. IT guys will hate me saying this but IT is never the issue, people are far more complex than machines and processes need to drive outcomes. Technology is the easy bit. Once we've established that we need to ensure that any technology drives the purpose of being of the contact centre. We don't have large centres just because we like employing loads of Gen Y's, we have them for a purpose, what is that? Work backwards from that and only aim to use technology to enhance that goal and fit for purpose. Many callers hate IVR's, why? Not because it's poor technology but because we use them inappropriately. IT is an enabler not a solution."

About Concentrix

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... (read more)
Richard Blank
Costa Rica's Call Center
Costa Rica

"Multi tasking: My agents have been trained to use their online notepads to cut and paste the generic responses while adjusting them according to the specific client. Wrap up time can be a hindrance in regards to call volume and queue. "Talk and type" has always been my motto for top customer service."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
Jonathan Grant
United Kingdom

"Organisations should use virtual solutions so they can employ voice and data at the same time. This technology isn’t as expensive as fixed solutions but allows greater control of customer service and provides the ability to treat callers individually. Similar to the personalised experience that is available on some retail website the same level of personalisation should be made available to contact centres."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Quality Of Service

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

Published: Friday, May 28, 2010

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