As consumer demands and expectations continue to rapidly evolve, many businesses have turned to advanced software-as-a-service solutions (CRM, Ticketing, WFM, WFO, Telephony) to assist in the daily management of their client relationships and potential prospects. But while individually beneficial as stand alone solutions, many enterprise businesses are still finding it difficult to satisfy the expectations of their respective consumers. Why? Because SaaS solutions are not the answer –integrated solutions are.
“It’s not personal, it’s business,” or so the saying goes. But today, everything is personal – or at least it should be given the growing emphasis and importance on personalizing each customer engagement. In fact, a recent study by Forrester Research and Salesforce listed “Personalizing Customer Service Interactions” as one of the key trends facing customer service organizations. And with more than 70% of executives believing personalizing the customer relationship is of strategic importance, its no wonder its driving the way organizations currently target and service their customers. And there is no denying the results.
Topics: customer service, call center, crm integration, contact center, contact center solution, customer experience, customer relationship, multichannel communications, personalizing customer service, personalized customer service
Consider the Following:
- 20-40% of yearly sales for small and mid-sized retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth
And what does a rise in holiday shopping generally mean for businesses? More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint.
Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics
The vast majority of today’s contact centers use scripting in some way, shape, or form. With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:
In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%.
Topics: customer service, call center, crm integration, contact center, call scripts, dynamic scripting, call center scripts, agent productivity, customer experience, cross-sell, third-party integrations