There was little need for multichannel contact centers before the advancement of technology, but with consumers reaching businesses through a variety of communication channels and touch points, obtaining one has become imperative.
There are over 7 high-profile channels that allow people to stay connected with customers, and that number is only getting bigger. The ability to contact customers and have them contact you in a variety of forms improves the quality and brand of a company, so it’s important to understand the following 4 ways multichannel contact centers boost customer satisfaction.
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Topics:
multichannel contact center,
customer satisfaction
In today’s screen-centric society, where devices are becoming increasingly complex, having all of the tools to connect with your customers is key. According to Gartner, “by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” Your customers need to be able to reach you, regardless of whether they are on the go, sitting at their laptop, or sitting in an airport. The more conversations you can have with your customer, the better the relationship you can build, but you need to be able to cater to their lifestyle, and put a personality to a name and number. And it all starts by syncing your database management solution or CRM, which house limitless amounts of customer information, with your communication channels. Check-out the following benefits:
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Topics:
customer service,
multichannel contact center,
CRM,
multichannel communications,
omnichannel
The retail industry has undergone a long list of changes over the past decade, as technology and consumer preferences continue to rapidly evolve. What was once an industry largely centered around brick-and-mortar store locations, the rise of Internet, multichannel communications, and SaaS solutions has quickly expanded retail into the virtual world. To put it into perspective, online retail is currently growing at a global rate of 19% per year. And as this has happened, brick and mortar store locations have slowly diminished—in fact, the amount of retail space opened annually has dropped from over 300 million sq. feet in 2010 to 43.8 million in 2013. And as consumers become increasingly connected, informed, and time sensitive, retailers have been forced to reevaluate their business processes/operations, shopping channels, and technology to meet the changing expectations of today’s tech-savvy shoppers.
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Topics:
customer service,
multichannel contact center,
call center software,
multichannel communications
We all remember the early forms of chat: AIM Messenger and high maintenance chatbots or “virtual agents” that frustrated consumers 20 years ago. In a world where immediacy is almost necessary, and many customers are on the go, real-time chat has become a mainstream form of communication and more prevalent in customer service platforms, especially in the contact center world. Whether it be texting, instant message chats through email, Skype, and even Facebook messenger, this type of communication is often utilized daily by customers, and often from their smart phones. So what are the benefits of this “new chat” and why should you reevaluate this form of communication?
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Topics:
multichannel contact center,
chat,
multichannel communications,
real-time chat
Multichannel customer care,
or the act of offering support across multiple communication channels, has become the latest standard with 74% of surveyed consumers using at least three channels when interacting with any enterprise (voice, email, text, chat, or social media). As a result, the importance of providing and maintaining an updated multichannel platform will likely be a key driving force and competitive differentiator for many businesses concerned with staying relevant and reachable.
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Topics:
multichannel contact center,
multichannel call center,
multichannel communications
The contact center space is changing. So what should one expect in 2015?
Continued Implementation of Self-Service: Recent studies have shown 67% ofcustomers prefer self-service over speaking to a live representative, which has its benefits when considering self-service interactions are 200-300% less expensive than those handled by a live agent. While the use of live agents is not expected to decrease, the importance and extended use of self-service is likely to be a continued theme next yar.
Growing Deployment of Cloud Infrastructures: By 2015, cloud computing spending is projected to reach 155 billion, compared to 46.4 billion in 2008. And according to DMG Consulting, cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. When compared to premise-based solutions, contact centers based in the cloud have experienced 27% reduction in annual contact center costs and a 35% improvement in uptime. Offering superior reliability, scalability, and cost-savings, cloud adoption shows no signs of slowing down anytime soon and likely to continue its successes in 2014 well into 2015 and beyond.
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Topics:
customer service,
cloud security,
cloud based contact center,
call center,
multichannel contact center,
contact center,
contact center solution,
remote agents,
cloud call center,
scalability,
WebRTC,
reliability,
big data,
cloud contact center,
customer experience,
self-service,
customer relationship,
at-home agents,
multichannel communications,
saas integrations,
security,
virtual agents,
personalizing customer service
Consider the Following:
- 70% of buying experiences are based on how the customer feels they are being treated.
- Roughly 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
- 80% of companies want to use the customer service/experience as a way to differentiate themselves from their competition.
- On average, loyal customers are worth up to 10 times as much as their first purchase.
Today, it’s not just about servicing your customers—it’s about offering a memorable experience and creating a long lasting relationship. But while 80% of companies believe they deliver “superior” customer service, only 8% of customers agree. And when you consider 86% of consumers will quit doing business with a company following a single bad customer experience, the challenge facing contact centers quickly becomes clear.
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Topics:
customer service,
contact center software,
call center,
multichannel contact center,
multichannel call center,
contact center,
customer satisfaction,
first call resolution,
self-service,
workforce optimization,
customer relationship
According to Oracle, businesses following a multichannel customer care strategy achieve more than double (9.7 vs. 3.9%) year-over-year improvements in customer satisfaction, as opposed to those using only a single channel. While voice has always been the dominant mode of communication, with 98% utilization amongst businesses and the channel with the highest client satisfaction ratings across all generations, alternative means of communication are playing an increasingly important role within the customer service space.
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Topics:
customer service,
call center,
crm integration,
multichannel contact center,
multichannel call center,
email,
contact center,
social media,
voice,
chat,
text,
virtual assist