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Article : Why Have Humans Who Sound Like Robots?

#contactcenterworld, @puzzelsolutions

Emotional intelligence is a vital element to understanding customer needs - contact centres that blend technology with the human touch will reap rewards in the digital age.

The rise of artificial intelligence solutions in contact centres continues to be a hot technology trend that shows no signs of slowing down. There is solid business reasoning for deploying bots because in today’s ‘always on’ environment customers expect 24x7 service through their preferred channel. Chatbots are a key component in delivering the real-time, on-demand approach that customers expect.

Although technology has altered the way customers interact with contact centres, when it comes to complex interactions, person-to-person communication is still the channel of choice. Good customer service is not just about dealing with enquiries in a timely manner it is about resolving the issue to the customer’s satisfaction and to achieve that, it is important to understand the customer’s emotional state when responding to them. Agents that can understand how the customer is feeling and use that information to find the right words to influence a positive result are priceless.

The value of emotional intelligence

Emotional intelligence is the ability to identify, understand and manage our own emotions whilst identifying, understanding and influencing the emotions of others. This is a beneficial skill to have in any workplace but especially within customer service teams. Some agents may naturally have high emotional intelligence, however with training it can be nurtured and therefore improve the quality of interactions between agents and customers.

Emotional Intelligence training provides agents with the knowledge and skills necessary to cultivate a higher empathy with customers. Understanding and engaged communication between agents and customers develop the right environment for better problem solving.

Adapting to change

Another benefit of an emotionally intelligent workforce is the ability for employees to embrace and adapt to change. The traditional contact centre is rapidly evolving to respond to customer needs and as channels become more digitised, the role of agents will also change. An empathetic well trained workforce will be able to make the leap to higher skilled activities that deliver a more personalised customer centric and revenue rewarding approach.

Creating a culture supportive of training, mentoring and peer level engagement can yield dividends in terms of proactive and engaged customer interactions. When positivity is fostered and performance feedback is given, our experience shows that contact centre performance improves exponentially.

Customers often judge a successful interaction not just by the outcome but by how much effort is required on their part. Agents that can read the situation and manage their own emotions as well as the customer’s are extremely valuable in more complex cases, where out-of-the-box and creative thinking will dictate the customer experience.

A blended approach

Rather than bots and artificial intelligence replacing humans altogether, a more realistic scenario is a blended approach where technology replaces the mundane and transactional interactions. Technology is a fantastic enabler and by merging the best aspects of human agents with automated services like chatbots, contact centres can free up talented and professional agents to do their job even better. With the ability to access accurate information quickly, agents can focus on delivering a more personalised and sales focused service. A happy customer is a loyal customer and a happy motivated workforce is less likely to seek employment elsewhere.

It is important for contact centres to remain relevant and integrate new, innovative technologies to enable more efficient business processes. However, it is also important to acknowledge the role that people play in a customer’s experience of a brand or company. When it comes to complex matters, the human touch is invaluable. With all the benefits that artificial intelligence and bots can deliver, it still cannot compare to the understanding and compassion of human agents. Why have humans who sound like robots when empowerment, training and coaching can make all the difference?

#contactcenterworld, @puzzelsolutions

 

 


About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - What Does Your Business Need?

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

Published: Wednesday, September 5, 2018

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Lexico Telecom

SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

8.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

9.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

10.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

11.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

12.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

13.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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