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Article : Unravel CX Complexity, Starting with the Contact Center

#contactcenterworld, @inContact

As we continue to see, customer experience (CX) has moved ahead of product and price as the leading brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value. Research from Forrester measures the CX Index scores and its impact on revenue, and when it comes to CX, a little can mean a lot. Just a 1-point improvement in a CX Index score can lead to an incremental $244 million in revenue for certain industries.

Redesigning CX is a complex process involving multiple functions, people, process and technologies. So where do you start?

While there are various organizational functions like sales, marketing and others that connect with the customer, contact centers emerge as a group that has the largest number of touch points with the customers. They are the hub for customer interactions across the customer journey from awareness, purchase to support and advocacy. Rich interactions across channels, across buying stages and across multiple customer segments, provides a strong case to start your CX transformation from your contact center.

What does it take contact centers to build robust CX? The kind that builds brand loyalty and creates revenue involves a shift from meeting customer expectations to becoming CX powerhouses. Below are some key CX building blocks that every contact center should look at, to move beyond just servicing customers.

  • Need for speed – Need for speed is very high, especially in the always-on, one click digital world. Customers don’t want to wait in queue or getting transferred. With improved global and predictive routing and advanced self-service options, it is possible for to dramatically reduce wait times. Response time or handle time is getting to be less of a concern if the problem gets resolved right. Connecting to the right agents with the right information eliminates the added step of transfers – a classic we all as customers have gone through.

  • Convenience – AI driven self-service is gaining a lot of momentum in the market. Enabling customers to leverage self-service that works predictably and provides a seamless transfer to live agents will be a winning formula.

  • Resolution to problems – Not all channels are equal and not all agents are equal. Resolving problems effectively is a measure of the both these factors – choosing the right channel of interaction to resolve the issue and routing to the best agent who can solve it. Advanced skills and behavioral routing connecting to the best agent, getting relevant customer data with native CRM integrations, as well as an ability to pivot to a channel that can best resolve an issue are critical to ensure complete resolution.

  • Motivated and capable employees – well trained employees with deep skills on specific domain are two key factors in ensuring customer requests are solved. Providing agents with simple and single desktop with integrated channels and applications goes a long way in motivating them and eliminating manual steps.

Start building a robust CX in your contact center and take the driver seat in building brand loyalty and revenue.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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Published: Friday, March 1, 2019

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2022 Buyers Guide Automated Call Distributors

 
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.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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