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Posts tagged ‘Multichannel’

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…

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.


Olympic Parallels – The Future of the Customer Experience


The 22nd Winter Olympics opened Friday, February 7, 2014 in Sochi, Russia. This year’s games features 2,900 athletes from 87 countries. Forty thousand people had the opportunity to watch the Opening Ceremony live, while 31.7 million watched the time delayed coverage in the U.S.A. on NBC alone. Millions more around the world will tune in over the course of the next two weeks to cheer on the athletes representing their home countries. This is an exciting time! For any country involved, the Olympics evoke a deep sense of pride for those competing or watching. It truly is a display of the best of the best athletes in winter sports, either working together on a team, or finding a way by themselves, to achieve their ultimate goals.

This theme of working to be the best you can be to achieve your goals is one that also resonated from last week’s Customer Response Summit in San Diego. The event, hosted by Execs in the Know, ran February 3rd to 5th and had over 200 attendees and top keynote speakers from brands like Nintendo, Sony, and Porsche. The interactive, thought-provoking show focused on themes such as using VoC data, customer mapping, mobile, multichannel, and omnichannel, but above all – how to prepare for the customer of the future. More…

Get Holiday Ready! 8 Customer Service Tips for 2013 & Beyond

Snow is falling and temperatures chilling in the Northern Hemisphere and for most, it finally feels like winter has arrived. Christmas will be here before we know it. Online sales are expected to rise to a staggering $82 billion in November and December of this year (Forrester). While the holidays are a time for family, celebrations, decorations, and often too much food, it can also be a time of high emotions, frustration, and last minute shopping. Fifty percent of consumers feel that customer service is worse during the holidays than at any other time of the year (Burst Media). Life is full of surprises and setbacks, but don’t let your customer service be one during the holidays.

Here are eight focus points to help you stay cool and collected this holiday season.

1 ) Staff
Look at the stats from past holiday seasons and high traffic times. Were you properly staffed to handle the contact volume? What could have improved service levels? Were calls being routed and prioritized in the right way? By inspecting data from the past and forecasting for the current holiday season, you will have the right number of people ready to interact with customers.

2 ) Train
Not only will any new staff members need to be trained, but there may be certain components of your holiday plan to review with the entire team. Making sure everyone is on the same page and armed with all of the information and tools they need to be successful, well in advance of holiday season, will save you from having headaches down the road.


24-7 Intouch & Financial Services Leader Broadridge to Present at SOCAP 40th Annual

WINNIPEG, Manitoba. October 22, 2013 – 24-7 Intouch, global provider of customizable, contact center solutions, will be presenting at the SOCAP International 2013 Annual Conference. The event, celebrating its 40th anniversary, takes place October 27-30, at the Westin Kierland in Scottsdale, Arizona. Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch, and Jessica Johnson, Vice President, Shareholder Services Group at Broadridge Financial Solutions, will be speaking Monday, October 28 from 2 to 3:15 P.M.

The session, “Every Channel Counts: How to Prove it to Your C-Suite”, will feature Broadridge’s customer care strategy and their goals for their existing communication channels. A group activity will be facilitated to explore different scenarios and collaboratively discuss how to build a case to improve service delivery. More…

Best Practices in Multichannel Customer Care – Part 3

Click here to read Part 1 and Part 2 in the series from our Operations Team. Here are two more of their top service tips for multichannel connected customers.


1) Encourage customers to use self-direct learning or self-help when possible, by providing them with links to where they can find the information they’re seeking online. This will not only reduce calls or emails to the center, but also increase the level of convenience for the customer, as they can access the information they’re seeking at a time that works best for them.

2) Customer inquiries should be responded to as quickly as possible. Calls should be answered within 30 seconds of entering the queue and emails within 24 hours. Templates can be used when replying to consumers via email, increasing processing speed of the files. Reps can be empowered to customize email templates to ensure their emails address the questions and concerns brought forth, and when appropriate, also be able to compose written communication from scratch. More…

Best Practices in Multichannel Customer Care – Part 2

Click here to read Part 1 in the series from our Operations Team that focused on training, quality, and developing a focus when dealing with multichannel connected customers. Here are two more of their top service tips.

1) There are approximately 1.08 billion smartphones active in the world today (Smart Insights). Many are using their smartphones to make purchases and interact with brands, leading many of these brands to make mobile a top priority in their customer care strategies. One issue in particular getting a lot of attention is the proper development of company mobile sites. Mobile sites can often be frustrating for consumers if they aren’t designed correctly. Mobile sites should be tested from various devices; what works great on an iPhone might work horribly on an Android device.

2) Stay ahead of the curve by keeping up with new technological advancements. Adopt and test new formats and become experts in each preferred choice of communication. More…

Best Practices in Multichannel Customer Care

Members of our Operations Team recently listed their top tips for providing the highest level of service to multichannel connected customers. Keep reading to hear what they had to say.

Training & Quality

1) Create a base-line experience or “feel” that will be associated with the brand and consistent through all channels. This can be achieved through front-line employee recruiting profiles, visual branding through company logos/imagery, and having a mission statement and values that are clearly understood by all employees. Once a foundation is built, monitoring and ongoing development is needed to maintain high quality service levels. More…

SOCAP Symposium 2013 – Key Takeaways

24-7 Intouch and Social Herd have just returned from SOCAP International’s 2013 Symposium in New Orleans, Louisiana, where they gathered alongside over 350 participants to experience three days of fantastic networking opportunities, and amazing sessions focusing on the critical issues facing the customer care profession. The content and conversations were outstanding, and our team is excited to share their key takeaways from this year’s symposium:

1. Data is only useful if it is actionable

Big Data will continue to be a popular focus for many this year, but there is no use in taking the time to collect the data if you don’t plan on putting it to use. All of the analyzing and planning will mean absolutely nothing if there is no follow through. A continual feedback loop, which includes profiling customers, standardizing processes on all levels, understanding and consolidating data, making connections, determining action, following through with the strategic plan, and continuing to monitor and adjust the strategic plan as you go, will be the only way to continue to stay ahead of the curve. The outcome of taking these steps will be an accurate representation of data on all levels of the brand which will increase efficiency, CSAT, enable smarter business decisions to be made, and allow for an authentic view of the brand to shine through to consumers.

2. The consumer chooses the channel

It’s important to remember that consumers will communicate with your brand in whatever channel they prefer and what works best for them at that given moment. For example, if they’re waiting on hold after calling in to make a complaint, they may get tired of waiting and post the complaint to your Facebook or Twitter page. For this reason, it is important to be prepared and be able to take strategic action and engage with customers in every channel. A multi-channel approach using voice, chat, e-mail, social media, sms, self-service, and brick and mortar locations is an all-encompassing solution, but going a step further than this would be to develop an omnichannel business model. Omnichannel means that brands are present in all of the key channels, but also ensure that all of their channels seamlessly integrate with each other.

3. Urgency wins

Competition is fierce and the longer you wait to seize opportunities and take strategic action, the less likely you are to create a loyal community. If you want to deliver a unique customer experience, one that will not only keep current customers happy and coming back for more, but entice new customers to become fans of your brand, than you have to have a strategy and stick to it. Don’t wait – make maintaining the highest level of customer service your top priority.

24-7 Intouch and Social Herd presented in the Business Partner Showcase at the conference and Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch also participated in a speaking session alongside Linda Grover, Consumer Affairs Supervisor at McCormick Canada. The session, titled, “Managing the Brand – Business Partner Relationship,” focused on the importance of cultural alignment and transparency in an outsourcing partnership. Our team is excited to use the knowledge gained at the symposium, and are eagerly anticipating SOCAP’s Annual Conference, October 27-30, 2013 in Scottsdale, Arizona.

Frost & Sullivan Customer Contact 2013, East

Our team has just returned from last week’s Frost & Sullivan 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange in Marco Island, Florida. In addition to meeting and networking with amazing leaders in the customer service and customer care industry, they also had the opportunity to participate in a multitude of thought-provoking sessions and discussions. Our team came away with so many exciting ideas to share; here are just a few of our key takeaways:

1. Agent Experience – Is it more valuable to provide agents with coaching focused on scoring systems or on making them better, taking advantage of agents unique skill sets?

2. Creating Customer Delight – It takes only seconds to create customer delight and positive memorable experiences.

3. Big Data – Understanding and using the enormous volume of data available today to create customized experiences that exceed expectations.