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Industry Research : Study Finds Connectivity Technologies are Significant Enablers to Achieving Customer Experience Goals

#contactcenterworld, @Colt_Technology

Colt Technology Services has released a study in partnership with Global Research and Analyst Firm GigaOm, which found that connectivity is viewed as a significant enabler when it comes to achieving customer experience (CX) goals – but many businesses are yet to utilise its potential to deliver CX improvements fully.

The survey explores the link between connectivity and customer experience; in particular, whether underlying connectivity platforms can have a positive impact on CX goals. Completed by more than 350 strategic IT business decision makers, it found that 92% of respondents saw a strong link between connectivity and CX, with 51% already making use of connectivity technologies to help meet their businesses CX needs.

Of those sectors more likely to use connectivity to drive CX, the study found technology and financial companies have made more progress than manufacturing and consumer-facing industries (63% and 59% versus 50% and 47%), while more distributed corporations feel they have more work to do than centralised organisations (63% versus 44%).


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While a clear link is identified between connectivity and CX in the survey, business decision makers believe creating a meaningful picture of the relationship is the most significant blocker to improvement (according to 82% of respondents), followed by a lack of education/training (76%) and then leadership (74%).

Keri Gilder, Chief Commercial Officer at Colt, said: "When we set out to explore the link between connectivity and customer experience, we weren’t sure what we would discover, so it’s encouraging to see that many companies are already taking advantage of the strong relationship between the two. This research shows that setting clear, customer-centric goals is the key to success. Business leaders need to think about how to deliver on business goals quickly and cost-effectively, all the while putting the customer first.

"Colt strives to be the most customer oriented business in the industry, and we know that connectivity solutions are the backbone for the fast-paced environment of today. We put substantial investment into helping our customers realise their goals, and this study clearly demonstrates how important it is to get the underlying connectivity right if you want to deliver the best possible customer experience."

The research shows that having a single point of customer contact and management frameworks set up solely around CX are practices aligned to organisations which are progressed along the CX journey. However, only 32% of businesses thought they had these processes in place.

When it comes to measuring CX from a service provider perspective, performance and reliability rank much higher than responsiveness over time in the eyes of the customer. Time from ordering to delivering a service is the most important factor followed by initial service performance and reliability when assessing suppliers (47% and 46% respectively), and the two elements also rank highly when measuring the organisation’s service delivery (38% and 46%).

Jon Collins, Principal Analyst at GigaOm, said: "As enterprises look to differentiate, customer experience is becoming a centrepiece of digital business strategy. Looking at the research, it is fascinating to see how organisations are looking to deliver services that ‘just work’ and deliver from the outset, prioritising these criteria over longer-term performance and responsiveness. In this online age connectivity is an essential pre-requisite to building customer loyalty and trust."

#contactcenterworld, @Colt_Technology

Posted by Veronica Silva Cusi, news correspondent
Source: Colt


About Colt:
Company LogoColt Group S.A. (trading as Colt Technology Services, formerly COLT Telecom Group S.A.) is a multinational telecommunications, IT managed services and data centre services company headquartered in London, United Kingdom and with its registered office in Luxembourg.
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Today's Tip of the Day - Brand & Service

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

Published: Monday, March 11, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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

4.) 
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.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
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 Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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