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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In time, growing companies still using an outdated in-house solution not only see the number of satisfied customers decrease, but their turnover too.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 - Complaints

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

Published: Friday, November 4, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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