NICE Systems Ltd. (NASDAQ: NICE), today announced key findings of its 2010 Consumer Channel Preference Survey on the communications channels preferred by consumers when contacting business and service providers.
The survey reveals that the role of the contact center is evolving to "Tier 2" status, that is - for taking care of escalated service requests that were not addressed by other channels such as the web or Interactive Voice Response (IVR). This change in consumer behavior reflects the importance and strategic role that the contact center must play as the front line of an organization's person-to-person customer interactions. It also highlights an opportunity for reducing the number of calls that are deflected into the contact center by enhancing web self-service functionality. To do this, however, an organization requires cross-channel insights that are derived from both the web and the contact center interactions.
The survey polled more than 2,000 people, between the ages of 18 - 65, in the United States, United Kingdom and Australia, regarding channel preference when contacting companies in the following industries: financial services, telecom, retail, travel, and insurance. It revealed that consumers often use a variety of communication channels. When they are unable to resolve an issue during their initial contact with a business, they most often turn to the contact center.
In such a case, the stakes are raised for an organization, as consumers calling a contact center are frustrated, well informed, and their main concern is having their issues addressed effectively. From their perspective, they have begun an "interaction journey," which was started at a prior touch point. This means that even if an issue is resolved by the contact center representative the customer will not consider it a 'First Contact Resolution.' The survey also showed that the very nature of this 'journey' means that consumers are turning to contact enters with more complex needs than they did in the past.
Some of the key results of the survey include:
-- 64% of consumers surveyed contact a business through its website at least monthly; 44% call the contact center at least once monthly; and likewise - 55% visit a physical location;
-- Of those who cannot resolve their issue through the website, 53% will call the contact center next;
-- In cases where customers do not resolve an issue during a visit to a business's premises (e.g. branch office), 51% of respondents then turn to the contact center for assistance;
-- 35% of consumers prefer to interact with a live phone representative for service-related issues, whereas only 22% prefer to interact with a live phone representative for purchase related issues.
Contact centers are also a cornerstone for customer satisfaction and loyalty. This channel affords an organization with the opportunity to strengthen its relationship with a consumer, identify and mitigate churn risk and improve upsell results. For the contact center to effectively seize these opportunities, they must be equipped with a holistic customer profile that is comprised of information regarding the customer's interaction journey - spanning all assisted and self-service channels. By providing visibility into and delivering an understanding of customer intent across the customer's interaction journey, an organization can understand what improvements are required on self-service channels for more effective self-service containment. It also enables them to understand what cross-channel information they must provide their agents in real time in order to successfully and efficiently handle customer service requests.
Benny Einhorn, NICE's Chief Marketing Officer commented, "Customers today are taking an 'interaction journey' across multiple communication channels before their needs are met. This means that there is a paradigm shift in how companies and their contact centers need to measure and ensure First Contact Resolution as well as improve channel containment."
"At NICE, our strategy is to enable companies to enrich the customer profile typically managed by CRM applications, and to better understand customer intent - across the multiple communication channels. Armed with this insight, we would enable them to deliver personalized service that is tailored to the specific needs of the customer. The result is increased customer satisfaction, a better performing contact center with higher service-to-sales conversion rates, and an organization that achieves greater operational efficiency and profitability," Mr. Einhorn added.
Posted by Veronica Silva Cusi, news correspondent
Published: Monday, May 16, 2011
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.
Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to
Keep calm and keep working remotely.
We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:
Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)
|4.)||Cloud IT Services GmbH|
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:
Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
PH: (+61) 406 501 368
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
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
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044
Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.
Easy setup and usage, request a quote or schedule a live demo today!
|12.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
|14.)||Teckinfo Solutions Pvt. Ltd.|
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.