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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 - Information Gathering Saves Your Company …

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

Published: Wednesday, September 5, 2018

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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