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Chai Domingo
Director, Contact Center
Ebru Demir
Customer Engagement and Operation Professional
Alvinor Yunaldi
Supervisor Contact Center
Наталия Золкина
Project manager, EVAngelist

News : Premier CX Launches Personalised Queue Experience

Premium Content (Sponsored)

#contactcenterworld, @premiercx

Queue Personalisation becomes reality for the Contact Centre

While many are focusing on getting 2020 back on track, Premier CX have launched - something brand new to the Contact Centre world – personalised queue experience. Not just an enhancement, or something to wring out a small incremental improvement.

eMOHtive(R) is a step change for the Contact Centre.

What makes eMOHtive different?

It’s more about what eMOHtive does that makes a Contact Centre different. For as long as Contact Centres have queued callers, the best that they could offer them was to all hear the same marketing messages, comfort messages and music as everyone else in the same queue. eMOHtive puts hyper-personalisation capabilities in the hands of the Contact Centre Manager.
eMOHtive can be integrated with CRM systems using CLI or IVR-derived customer ID to play specific messages and even music genres to callers based upon the customer profile.

Hyper Personalisation has become a reality.

How does Personalisation improve Customer Experience?

Nobody enjoys queueing, especially if that time is spent listening to irrelevant repeated messages and loops of music, the caller experience can hardly enhance their view of the brand. It’s not surprising that a BBC survey a few years ago discovered that being kept on hold by a call centre is the No 1 thing that makes the UK population angry, ranking it above transport delays, physical violence and queue-jumping! If the messaging is timely and helpful to the caller, offering relevant promotions, alternative channels to achieve their objectives, or answering ‘most likely queries’ while in-queue, the overall experience is greatly improved.

What benefit does this have for the Contact Centre?

As queues lengthen due to covid-related call volume increases, treating queued callers as individuals gives the contact centre the opportunity to turn ‘dead’ queueing time into time that is useful to manage such demand. For example, using most likely question data from a CRM system to play appropriate FAQ responses in-queue will reduce Average Handling Time (AHT) and increase First Call Resolution (FCR); highlighting relevant self-service options increases channel shift and self-service; or promoting targeted upsells increases average order value.

Is it just about Hyper Personalisation?

Streamed messaging and music from eMOHtive extends contact centre capabilities much further than just personalisation. Management of the caller experience is straightforward, and changes made are immediately implemented. Bespoke messages can be created using a bank of thousands of suggested templates, and recorded using professional voice artists to suit the brand in most major global languages. The messages can be scheduled to play only on specific days of the week, or during particular seasonal campaigns.

Anthony Buxton, CEO of Premier CX said, "eMOHtive is the biggest innovation in contact centre queue management for a decade. Personalisation of customer interaction is widespread – in mailshots, retail checkout receipts, e-commerce banners and increasingly call centre IVR menus… but queue experience has remained obstinately unpersonalised, with every caller in the same queue hearing the same thing… until now."

To find out more about the potential of a personalised queue experience and watch the video at

#contactcenterworld, @premiercx

About Premier CX:
Company LogoWorking with many contact centres world wide, and many brands, Premier CX are a customer experience agency. As a providers of audio and visual solutions, Premier CX work to reduce costs and increase customer contact opportunities, for contact centres across every sector.
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Today's Tip of the Day - System Considerations

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

Published: Thursday, July 30, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

OpsTel Services

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


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

New 2021 Membership

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