Cloud Contact Center solutions provider LiveOps has announced the immediate availability of LiveOps Visual and LiveOps Visual Advantage, powered by Glance Networks, a provider of visual engagement solutions. As LiveOps notes, LiveOps Visual, a standalone co-browsing and screen-sharing solution, and the new LiveOps Visual Advantage, integrated with the Salesforce desktop, blend visual engagement with voice, chat and mobile capabilities for a true multi-channel customer experience.
Archive for month: October, 2014
October 09, 2014
A global player in safety products and services announced it has selected inContact’s award-winning cloud contact center platform for its own purposes.
Earlier, the company (which declined to be named, as per inContact company protocols) reported that it constantly faced service downtime and system limitations due to its older premise system. Owing to these issues and more, its ability to provide a high level of customer service and to take a more intelligent approach to customer-facing operations was obstructed, which in turn was negatively affecting its growth.
But the company said it will now implement inContact’s cloud platform built on an Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) foundation. Doing so will ensure that customers are directed to the right skilled agent for each unique service need.
In a release, inContact noted it will implement its comprehensive solution encompassing a full suite of Workforce Optimization software designed to maximize each interaction.
Company officials confirmed that inContact’s new client will also deploy the company’s Analytics Driven Quality solution, further enabling a more intelligent approach to the quality management process.
The results will later be analyzed and transferred into the ACD via inContact’s workforce-intelligent contact center system, which will not only update agent skill levels but also adjust customer traffic as needed.
Furthermore, the company also opted to collect feedback and intelligence through inContact’s “Every Customer Has an Opinion” offering, with an intent to maintain and improve their high standard of service.
“Customer interaction is the core of our industry and cultivating a positive customer experience from the initiation of contact through resolution is vital,” noted Paul Jarman, CEO at inContact in a release announcing the deal. “Our cloud contact center portfolio unifies interactions across multiple channels on a proven and scalable platform which gives companies what they need in specialized markets.”
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October 07, 2014
When it comes to contact center , a new report says about 60 percent of consumers reported they’ve seen an improvement in the service since 2013. Yet despite these improvements, there are a couple of areas that still need attention, among which is the concern and frustration such as incompetent and inarticulate agents. These numbers are according to a survey by CorvisaCloud of more than 1,200 consumers who are dealing with call centers.
The report looked at a number of different trends, including keeping customers happy and industries with excellent and poor customer service. The survey also looked at the top way contact centers are working to keep customers happy. The report was also done in 2013 and there was a 10 percent increase in the frequency of people contacting customer service.
The most interesting part, for contact centers is that customers still largely prefer using the phone over any other medium for making contact. Some 55 percent of survey respondents said they preferred using the phone over Web forms and chat. “Technology has made it possible for businesses to provide support to more customers, at all times of the day and week, and through a variety of channels. In today’s ‘go go go’ world, that makes a big difference and can be especially valuable for smaller businesses with fewer staff resources,” Matt Lautz, president and chief information officer for CorvisaCloud, told eWEEK.
The survey looked at a variety of different factors including time of day, when it came to what customers prefer. Forty-three percent said they pick up the phone to call customer service operators in the afternoon, while 40 percent said they do so in the morning. Hold times are still a big issue when it comes to keeping customers happy. The survey found that as many as 32 percent of customers will hang up if they have been waiting longer than five minutes.
October 03, 2014
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer’s question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. “Keeping customers happy” doesn’t have a simple recipe or checklist to follow.
“Customers want an exceptional experience and will quickly switch to another company to get that experience,” wrote customer service consultant and author Lisa Ford . “Average and mediocre will be your ticket to customer loss. In a recent survey done by Forrester Research ( – ), 76 percent of executives said they want to differentiate with a customer experience. However the majority of the same executives state no clear strategy or budget have been created to support this goal.”
While there is no one-size-fits-all strategy for building loyalty among customers – that depends on your customer base and your business — there are some common themes.
Autonomy ( – ) for agents. No one likes to have a script read at them. Customers who believe that agents are unable to use any initiative to handle their problems won’t have a lot of confidence in the outcome. Front-line agents likely understand customers at least as well as the marketing department or the executive layer of the company. Allow them to use their brains to solve customer problems, and it’s likely that customer interactions will become more personalized…this is the hallmark of a good customer interaction. It will also help on the employee engagement front. No one wants to do the job of a mindless robot.
True multichannel integration. It’s been said a million and one times, but companies that don’t have true integration among multimedia channels aren’t going to be able to offer a quality customer experience.
“The best companies are diligently working at ‘marrying’ the information from the multiple channels that the customer accesses,” wrote Ford. “Don’t let one touch point be the reason they leave you. Customers have high expectations for a consistent experience across their choice of channel.”
Be proactive. With a little reflection (and some analytics and centralized databases), it’s possible to anticipate customer needs even before the customer knows what he or she needs. Reach out to customers via outbound phone calls or text messages when you know you can help them. Customers will feel that your organization “gets” them, and this is a strong vehicle for fostering customer loyalty.
It’s not enough to solve customer’s problems. A successful customer-facing organization values customers and shows this appreciation at every turn. A better understanding of the issues customers fact today – and taking action based on that understanding – will go a long way toward building that critical customer loyalty.
October 03, 2014
Many companies today find it challenging to support their incoming customer communications. The nature of business today means that customers are coming at a company via multiple channels – the telephone, the Web site, e-mail, SMS, mobile apps, in-person and more. These customers expect fast resolution and a personalized customer support experience regardless of which channel they choose, even if they use multiple channels for a single transaction.
It’s a lot of balls to juggle if you plan to get inbound customer support right. For this reason, many companies flounder when tasked to build an outbound customer support and sales program. Outbound skills are very different from inbound skills, and not many agents will be able to handle both effectively. Smart companies often outsource their outbound campaigns to professionals who have the right equipment, the right infrastructure, the right skills and the right experience.
There is no shortage of companies that will offer to provide outbound services for your company. While many organizations look no further than the price tag ( – ), there’s a lot more to it than that. An inept outbound campaign will cost you customers, revenue and opportunities, so it’s important to choose wisely in the decision process, according to a by Flavio Martins writing for the Web site WinTheCustomer. Some tips to consider when picking an outbound provider include:
The right infrastructure. While the focus is often on people and price, it’s critical to examine the outsourcers technological capabilities to ensure they will mesh well with your own.
“Outbound call center services should possess the necessary infrastructure and facilities for carrying out the business operations,” wrote Martins. “This includes, excellent communication lines for telephones and internet connectivity, provision for data storage and backup, data mining facilities, exclusive data centers from where data can be restored in case of system crashes.
The ability to monitor. If an outsourcer doesn’t want you to watch the activity in the outbound campaign in real-time, ask yourself what the organization is hiding. You should be able to monitor performance and metrics and listen in to calls, just as you would in an in-house contact center.
How do you pay? Different outsourced services providers charge in different ways. Are you paying per agent hour? Per lead? Paying a premium for performance standards that exceed baseline? It’s important to ask these details up front and compare and contrast your options.
Their English skills. Many companies use organizations abroad in order to keep costs down. While the provider will no doubt use the best English speaker in the call center as an example, it’s important you hear a cross-section of calls from all agents to ensure you’re not paying for service delivered by agents who will be incomprehensible to your customers.
Their outbound agent skills. Outbound often has a high turnover rate, but your business will best benefit if the agents who are calling your customers have skills and experience under their belts. Before you sign a contract, check the outsourcer’s turnover rates to make sure you won’t have a bunch of rookies reaching out to your customers. Ask the potential outsourcer about its training processes.
Systems integration. A successful outsourced services provider relationship may involve sharing information and processes such as workforce management or your CRM database. Be sure this can be accomplished easily, or you’ll be buying yourself new headaches.
Good managers. This is a key to sucesss. If you don’t feel confident the services provider has managers on staff who are skilled, knowledgeable and willing to collaborate with you, look elsewhere.
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it’s critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
Competition is so stiff that companies have to constantly re-strategize to even remain in the running- let alone getting an edge. Remaining connected to customers, understanding them and anticipating their needs is a large slice of the ever-evolving customer experience pie and Perficient is all set to showcase the much touted Oracle customer experience (CX) offerings at Oracle OpenWorld 2014.
The information technology and management consulting firm believes that understanding the drivers of a great customer experience is ‘key to realizing profitable growth.’ Oracle CX practice is stated to help clients understand the customer experience, perceptions and behaviors throughout the customer life cycle.
“Companies that prioritize the customer experience will generate more profits than their competitors,” observed Alfred Arnaud, general manager, Oracle CX practice at Perficient. Oracle CX utilizes Oracle’s complete, integrated cloud solutions. Implementing customer experience solutions via the cloud enhances speed, efficiency and effectiveness.
Perficient is an Oracle platinum partner and its broad spectrum of solutions and services span the Oracle portfolio. It also partners with organizations to deliver modern customer experience strategies across leading technology platforms and providers and helps clients accelerate growth, solving complex challenges through the implementation of business-driven technology solutions.
Utilizing the Oracle planning and budgeting cloud service, it can help transform financial processes in a company; in addition it also leverages other key Oracle technology solutions that include CX, EPM, ERP, CRM and fusion middleware.
Further, it also provides migration strategies to the Oracle cloud business intelligence platform and has implemented Oracle WebCenter in the Amazon virtual private cloud, enabling clients to deliver their WebCenter-based Web applications. Perficient delivers solutions for major industries like healthcare, financial services and retail.
According to Arnaud, Oracle has amplified the companies’ ability to best address rising customer demands, maintain a customer-centric mindset, and drive mutual economic value.
Perficient has thus continued to demonstrate an innovative approach to the cloud as well as other transformative technologies across industries, including mobile, business intelligence and user experience design.