Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : 83% Indian Customers Want Digital Customer Service via Mobile Devices to be Faster & Intuitive: Verint

#contactcenterworld, @Verint

New Delhi, India, Oct 30, 2018 -- New York-based analytics company Verint Systems has come up with a new large-scale study of more than 36,000 consumers across 18 countries. Carried out in collaboration with Opinium Research LLP, key findings from the global research titled "Defining the Human Age: A Reflection on Customer Service in 2030" explore how technology, societal trends and customer preferences will shape customer engagement in the years to come.

The study provides a blueprint for how organizations can deliver experiences that will truly engage customers from today into 2030 and beyond. In India, more than 2000 consumers who have access to a digital platform participated in the research.

The quintessential Verint Digital Tipping research of 2000 Indian customers across the country categorically proclaims the customers’ preference for digital and self-service channels of engagement.

In an interaction with ETCIO.COM, Anil Chawla, MD Customer Engagement Solutions, Verint elaborates on the key trends in customer engagement and also provides advice for engaging the discerning customer and striking the balance in human and automation service experiences.

The rise of digital has led to a natural demand by Indian customers to communicate with brands via multiple channels to make payments, make an urgent inquiry, complaints, and purchasing.

Indian customers have really evolved now thanks to retail and telecom, they no longer want to settle down with generic products. They are demanding more personalized context now for any product. Thanks to all the content available on the mobile and the web, Indian consumers are more aware now. Indian consumers are studying the buying behaviors of their global peers.

The mature verticals are those which have been early adopters of mobile and web platforms. E-commerce and banking for sure. Look at the telecom vertical where customers get personalized plans basis their monthly expenditure. E-commerce sites promptly show customers’ preferences from their previous browsing history.

69 percent of the participating Indian consumers favor a chatbot to answer their queries, and 78 percent of the Indian respondents felt strongly about service providers’ self-serve/digital channels to offer better customer service. India takes leads amongst the 17 other surveyed countries.

Indian consumers come out in favor of deploying facial, voice and fingerprint verification to authenticate payments and verify their identity. Taking a cue from this key insight, India’s BFSI sector should invest in biometrics to expedite customer verification process.

On perception about digitization and automation of customer service

The right mix of technology and human channels of customer service will be key to implement sustainable customer engagement strategy. As customers are getting more comfortable in sharing their data for highly personalized services, it is imperative that organizations adopt transparency in every aspect of a customer’s journey.

Indian consumers want digital innovation to expedite sensitive services like identity verification and payment approvals. Indian consumers want digital intervention to expedite sensitive information like identity verification and payment redressals. Availability of devices also helps simplify identity verification. Currently, identity verification is largely done through voice biometrics which uses voice imprint. Voice biometrics becomes the first step of authentication,

In India, we follow two-step authentication which is one of the best initiatives implemented by the RBI. We either have a device number which can be a mobile number and then the voice print can be used to authenticate several financial transactions. Typical questions on a generic IVR can be traded with voice biometrics, saving a lot of operational costs.

Although enterprises offer biometrics led authentication as a service but they control it, for example, if the voice authentication is not 80%-90% full proof, agents do have a second line of defense and might ask a few additional questions from the customers, so that only the right customer has access to sensitive information.

On pitfalls to avoid while deploying multiple channels of customer engagement

Organizations should break the silos within the enterprise. With changing consumer behavior, enterprises must be superfluous and break the internal barriers and to allow data democratization. It is very important for enterprises to empower their employees and agents to service the customers in a manner that these silos are not visible to the customers. It is imperative to empower the employees through knowledge and process management so that they can cater to the customers’ query on the go itself. Text analytics integration is equally important for channels like e-mail,webchat, and social media.

Social media is all about real-time customer gratification. It is important that organizations unleash the potential of social media through text analytics. It is important to ratify a customer concern on social media in real time and prevent it from being viral. This not only takes care of the brand equity but fixing a problem which might be bottleneck for several of customers.

Neither the customer nor the enterprise should be dependent on one particular channel. In the digital age, Competition is passé. It’s all about building peers and nurturing an eco-system.

On key aspects of catering to the digital customers demanding instant gratification

Digital is mainstream and thanks to device and internet penetration, it is important to analyze customers’ behavior and emotions across all the channels. Speech and text analytics gives a 360-degree view of a customer’s journey across any channel. Map the customers’ journey and create a dashboard to offer a product/service in minimal turn-around time. Create a conversational bot rather than a chat bot as it will ease out the self-service channel. Indian consumers are becoming more aware and technology savvy. All of this has to be sealed by data security and privacy.

#contactcenterworld, @Verint

Posted by Veronica Silva Cusi, news correspondent
Source: https://cio.economictimes.indiatimes.com


About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Memorable Numbers?

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

Published: Thursday, November 1, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =