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Voice of the Customer Vs. Voice of the Agent

Blog post by Matt Wheatley, Director of Customer Experience at 24-7 Intouch.

Contact centers have embraced the channel revolution. Over the past decade, we have seen the early movers adopt emerging channels from chat and mobile to the complexities of social media. With the rise of new channels, many thought voice calls would decline. However, customers are still relying on phones to communicate with customer service departments. Due to this trend, contact centers need to work even harder to provide an aligned, omnichannel experience. Data, not only mining it, but also using it in an actionable way, is an integral piece of the puzzle.

While all of this has been happening, a strong emphasis has been placed on the idea of Voice of the Agent (VoA) data. VoA data includes the information that during a phone call, chat, email, or tweet, the agents discover. Be it a customer upset about a policy, or experience, to an error with the website that prevents the completion of an order. More…

24-7 Intouch Partners With Red Robin to Drive Innovation in Customer Engagement

WINNIPEG, Manitoba. June 26, 2014 – Leading consumer affairs provider 24-7 Intouch Inc., is excited to announce its partnership with Red Robin Gourmet Burgers, Inc. (Red Robin). The 24-7 Intouch team was chosen for their ability to drive innovation to Red Robin’s evolving customer engagement strategy and leverage their expertise in analytics to enhance the end guest experience across all customer touch points, current and future state.

With nearly 500 restaurants in the United States and Canada, Red Robin saw an opportunity to add a proactive partner that is equally passionate about the quality of the brand’s guest experience. By leveraging 24-7 Intouch’s expertise in Voice of the Guest insights and reporting, the additional business intelligence will allow Red Robin to make quicker decisions based on direct feedback, to impact the customer experience. More…

Digitizing the Customer Experience

I recently had the opportunity to attend Customer Response Summit Toronto, held by Execs in the Know, June 16-18, 2014. The show featured lively discussion amongst customer experience professionals from nearly every industry vertical. One of the highlights of the conference, was a behind-the-scenes tour of the Sport Chek Retail Lab. Sport Chek, FGL Sports’ premier sporting goods retailer, has 163 locations across Canada, and is a well known destination for Canadian consumers looking for sporting goods, apparel, and footwear.

Being Canadian myself, I have frequented Sport Chek stores numerous times over the years; however, I have never experienced anything like the Retail Lab in Toronto. Using innovative digital tools, Sport Chek is able to provide their consumers with more than just the product they’re looking for. “It’s not just about the product,” said Matt Dellandrea, Manager of Product Training at FGL Sports Ltd., “It’s creating an experience for the customer.” They rely on the right mixture of content, technology, and proper staff training to tell a seamless story about the products in their stores. More…

24-7 Intouch Ranked 2nd Interactive Contact Center by CUSTOMER Magazine

WINNIPEG, Manitoba. May 26, 2014 – Global business process outsourcer, 24-7 Intouch, has been ranked 2nd in the Interactive category of the 29th Annual Top 50 Teleservices Agencies Ranking in CUSTOMER Magazine, recognizing it as one of the top contact centers providing interactive solutions which includes live chat and social media.

CUSTOMER Magazine is released by TMC, a global, integrated media company. The Top 50 Teleservices Agencies Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices agencies are ranked for being the largest agencies in the industry as measured by the amount of billable teleservices minutes completed in 2013.

In the Global Aggregate category, 24-7 Intouch placed 5th, an improvement from 10th last year. They were also ranked 9th in Inbound Domestic, 7th in Inbound International, 6th in Outbound Domestic, and 6th in Outbound International.  More…

How to Help a Customer in 140 Characters or Less

Written by Maya Kotecha, VP of Social Media at 24-7 Intouch. Originally posted on the Social Herd blog.

As customers are relying on Twitter to ask questions and file complaints, brands are taking notice and making the right efforts to engage and provide customer service. A recent report by Simply Measured shows that 32% of brands now have dedicated customer support handles and there is a 63% increase, quarter-to-quarter, in the number of brands that send over 50 customer service tweets a day.

Why should you use Twitter for customer service? Here are a few top reasons:

  • It’s free and convenient – You will have to train the right people to respond, but there should not be a technology obstacle to begin answering questions directed to your brand handle.
  • You can increase your agent productivity - If you experience downtime between calls, have your agents cross-trained and prepared to respond on Twitter.
  • Save your customers’ time – Answer their questions in the channel of their choice.
  • You can talk to everyone - A tweet is public and can be heard by all those who listening. Showing a positive customer service experience can create valuable WOM and help your reputation.

This list can easily go on, but the question remains, whether or not your company can really provide a quality customer experience with only 140 characters? More…

Set up for Success: How to Build a Winning Social Dream Team

It’s playoff season in the sports worlds of hockey and basketball. Teams strive to win and add pieces during the offseason to become a “playoff” contender. Is the team with the most talented players a sure bet to win? Not always.

In sports, there’s more to winning than talent alone. You may have a group of players who are passionate about their respective sport, but it still comes down to team cohesion. It’s the chemistry amongst team mates, learning how to play defence, collaborating on offence and a whole lot of practice that sets winners apart from losers.

Comparing this example to social customer care is not that far of a stretch. If you think about it, just because someone is the most socially savvy person, or most talented player (in this case), doesn’t necessarily mean they will be the right fit for the team as a whole. In this world, it’s still about customer care. To build a social dream team, it takes the right mix of skills and experience, nurtured by the one constant that helps you win – PRACTICE. In this scenario, training and collaboration are the keys to success. More…

24-7 Intouch Supports Customer Care Community at SOCAP Symposium 2014

WINNIPEG, Manitoba. April 22, 2014 – Representatives from global contact center outsourcing company, 24-7 Intouch, will be actively participating in the SOCAP International 2014 Symposium, April 27-30 in Charlotte, North Carolina. 24-7 Intouch will be contributing to the community by exhibiting, acting as the exclusive sponsor of the Social Finale, and hosting interactive discussions at their Social Idea Lounge.

Social Care: Not Only for Millennials

The time of savvy social users is no longer a question of when you were born. It’s not about being a millennial or having access to a computer. The mandatory possession and use of smart phones and tablets keep us connected. Social media is now truly becoming a widely accepted communication channel to communicate to brands, and have a voice to influence and to be influenced by others. It’s no longer the language of the youth. What are you doing about it?  More…

24-7 Intouch to Share Best Practices in Customer Experience Excellence at 10th Anniversary of Frost & Sullivan, CCEAST

WINNIPEG, Manitoba. April 3, 2014 – Matt Wheatley, Director, Customer Experience at 24-7 Intouch, will be speaking at Frost & Sullivan’s Customer Contact 2014, East. The 10th Anniversary of CCEAST will take place April 6-9, 2014 at the Marriott Marco Island Beach Resort, in Marco Island, Florida.

Wheatley will be sharing, “Knowledge Management for Customer Experience Excellence,” on Tuesday, April 8 at 4:30 P.M. The interactive, best practice session will examine the importance of a well-designed knowledge management system to drive first contact resolution, provide actionable insights, and an exceptional customer experience.


Delivering Aligned Customer Experience Across All Channels

Matt Wheatley Presenting at CC14

Our team recently returned from the Astute Solutions’ 2014 Customer Conference, which took place February 25-28 in Las Vegas, Nevada. Matt Wheatley, Director of Customer Experience at 24-7 Intouch presented, “Delivering Aligned Customer Experience Across All Channels,” which focused on omni-channel integration, maximizing the SaS cloud environment from Astute, and the integration of the Astute ePowerCenter 9.0 for agent assist.

According to stats from a recent Zendesk/Loudhouse report, 67% of online shoppers have made purchases that involved multiple channels in the past 6 months. Yet, only 7% are extremely satisfied that brands provide a seamless, integrated and consistent customer service experience across channels. In order to maintain a consistent experience for customers across all channels, the proper data needs to be available and messaging tailored to the specific medium in which it is delivered.