Posts tagged ‘Multichannel’
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…
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…
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.
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…
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…
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…
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…
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.