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Article : What Does Customer Engagement Mean for your Organisation?

#contactcentreworld

The phrase ‘Customer Engagement’ is often mentioned in one and the same breath as ‘Sales’. And logically so, because Sales teams spend much of their time dealing with customers – on the phone, via email, and in person.

Yet there are plenty of other departments, such as Finance and Support that also have extensive contact with customers. Although they might not be thought of so often when it comes to customer engagement, the Support team can have at least as much influence on customer satisfaction and revenue as the Sales department. So it’s important to ask how well equipped each department is for customer engagement.

Customer engagement: every department with the right tools

Without the support of an experienced communications integration partner, many organisations struggle to decide on a dependable method of customer engagement. Peter Jongeneel, Business Development Manager & Customer Contact Specialist at Content Guru, advises companies on this issue:

"We help organisations recognize that not only Sales staff, but also employees from other departments must be able to respond adequately to customer enquiries. Only when each department can receive and process a call from inside or outside the organisation can we begin to speak of optimum customer engagement."

From on-premises to efficient routing from the cloud

In time, growing companies still using an outdated in-house solution not only see the number of satisfied customers decrease, but their turnover too. So, for many organisations, customer engagement starts with the efficient routing of customer interactions based on smart database integration. Combining this with partial or complete automation enables consistency and transparency across all channels, for personalisation and the best customer engagement. For example, Fleurop Interflora Netherlands, a global flower-ordering service with 40,000 affiliated florists worldwide:

Fleurop previously used a fairly basic telephone system, which was unable to distinguish between florists and customers. The organisation now benefits from a highly flexible cloud solution, enabling intelligent call routing. Based on integration with the Fleurop database, incoming calls from florists are immediately recognized and routed to the skilled agent, whereas the IVR menu helps to steer order enquiries directly towards the customer contact centre.

Better access to customer information drives revenue growth

Almost half the entrepreneurs in the Netherlands who participated in the SME cloud Barometer 2015 indicated they could gain 20% more revenue from customers with better access to customer information. So it’s crucial that customer enquiries reach the appropriate agent or information source swiftly and consistently.

#contactcentreworld


About Martin Taylor:
A graduate from King’s College London, Martin worked as a futures analyst in Asia before returning to the UK to help launch Redwood Technologies (1993) and Content Guru (2005). Martin speaks regularly at international conferences and sits on the CBI Intellectual Property Committee and King’s College Department of Management’s Advisory Board.

About Content Guru:
Company LogoContent Guru is a global provider in cloud communications solutions. We deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the 𝘀𝘁𝗼𝗿𝗺® platform. 𝘀𝘁𝗼𝗿𝗺 Customer Engagement and Experience platform brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

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

Published: Friday, November 4, 2016

Printer Friendly Version Printer friendly version

2023 Buyers Guide Translation Services

 
1.) 
101 translations

Since 2002 101translations has been providing fast, reliable and cost-effective language translation services for a wide range of industries, including major players in the contact centre market. Our professionals have experience with the translation of materials such as training videos and interactive courses, conversation transcripts, legal documentation, websites, and much more.

We work into every language in the world, from Abkhazian to Zulu.

2.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

3.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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