Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching
In a recent study, an astounding 67% of customers have stated a preference for self-service as opposed to speaking to a live representative (ZenDesk). Previously viewed as a burden imposed on consumers, the self-service arena has today become an essential part of the average consumer experience. And as one considers each major industry, the rapid adoption of self-service solutions is readily apparent everywhere. Grocery stores have self-check out lines, airlines offer Kiosks (have yet to figure out how to apply it to Homeland Security lines, though), restaurants use self-service reservations – the list goes on. Each of these initiatives involves one person, and one person only: the customer.
The importance of self-service in the contact center space is no exception. Interactive Voice Response (IVR) technologies are leading the charge, providing customers the ability to quickly and easily access any information by selecting options from a simple menu. What was at first an effort for contact centers to improve operational efficiencies and reduce costs, has since become an industry standard. And with 69% of customers equating a good customer experience to how quickly an inquiry is resolved, the need to adopt the latest technology facilitating their ability to do so has never been more important.
Topics: call center, call center software features, multichannel contact center, contact center, call center software, cloud based call center, cloud customer support, B2C, best business practices, IVR technology, customer satisfaction
The debate over the merits of moving an enterprise’s contact center operations to the cloud has long been addressed and settled. If you are in need of greater market adaptability, can benefit from a flexible workforce, need to simplify your infrastructure, operate a seasonal business, need to reduce company costs…and so on, the concept easily sells itself. In fact, with 70% of companies using on-premise solutions planning to make the move in the next 1-3 years, you would be in good company.
However, the logistics of successfully migrating to a cloud contact center solution are contingent on your ability to properly prepare for the change. It doesn’t have to be difficult (and it usually isn’t), but here are a few things to consider:
Today technology is at the center of any discussion regarding competitive advantage, sustainability, and growth. As it specifically relates to the contact center space, the ability to deliver and communicate with customers using the latest channels has never been more important. And yet, despite the emphasis on offering the latest in customer communications, the vast majority of businesses are still basing their service delivery on old, inflexible, and costly premise-based solutions. Which begs the very obvious question, why?
For one, while there is no denying that smartphones and the age of social media are quickly transforming the communication landscape, the tried and tested concept of calling-in is still not dead. In fact, 73% of customers still prefer to speak to a representative, which is far greater than those choosing to use Twitter to communicate at 22% (Forrester). And this shouldn’t come as a surprise when you consider the generational breakdown of today’s customers, from Baby Boomers (79 Million), to Generation X (52 Million), to Generation Y (75 Million), to Generation Z (Still growing); with every one listing the phone as a primary means of contact except for the last. So, yes, premise-based solutions are surviving by virtue of those generations, but the trend is quickly moving towards email, social, media, and web, so keeping to the old way of things may not be the wisest of strategies. At the very least, it will not support any long-term competitive advantage your company may otherwise have.
Topics: cloud based contact center, cloud based, call center, cloud based solution, contact center solution, cloud based call center, best business practices, employee retention, SaaS, customer satisfaction, first call resolution, On-Premise
According to a recent study, customer satisfaction ratings are 35-45% lower when a second call or interaction is required to address the same issue (Customer Relationship Metrics). And with 82% of clients rating speed-of-service as one of the primary drivers behind their satisfaction ratings, with 45% abandoning transactions when expectations aren’t met (Forrester Research), the challenge facing contact centers seems fairly obvious. Provide quality service fast. So why is that contact centers still fail to address 32% of all incoming customer inquiries and concerns on the first go-around (SQM Group) despite the clear need to do so?
One has only to consider his or her own experience with a sales or support representative to quickly list how the service could perhaps be improved. Granted, not all customers are reasonable, nor can every inquiry be easily addressed in a single call or interaction. However, if someone wants to upgrade their service, follow-up on a support ticket, discuss their bill, or review a possible purchase it shouldn’t be painful or difficult. But for those of you who need a little more to justify the value of first call resolutions (FCR) then consider the following:
Topics: customer service, contact center software, crm integration, customer support, best business practices, SaaS, IVR technology, employee satisfaction, customer satisfaction, first call resolution