VocalCom

FEBRUARY 27, 2018

For example, they may assist your customers with changing passwords, obtaining a receipt, or verifying information. When a customer makes contact, chatbots may collect data in order to decide what the next step should be. For example, obtaining a customer’s name would allow a chatbot to access purchase history and service history.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

VocalCom

JANUARY 1, 2018

For example, the online retailer Zappos—already well-known for its excellent customer service—continues to impress customers with its personalized mobile app. Mercedes, for example, has invited customers to take virtual drives in their cars and look inside the vehicles. A less-explored form of customer engagement is virtual reality.

Contact center software 89

Contact center software Chatbots Contact Center Personalization 89

VocalCom

DECEMBER 25, 2017

For example, if a customer makes an initial contact on social media but needs to explain his case in detail, an agent might suggest speaking on the phone. By offering timely service on both channels and giving the customer detailed contact information, the customer is given a rapid and personalized response that fits his needs.

Contact center software 88

Contact center software Surveys Contact Center Customer retention 88

VocalCom

MARCH 12, 2018

Identify, for example, the most recurring reasons for customer contact, and take note of any procedures that might be hindering service. Contact center managers can empower agents by giving them greater autonomy. For example, allow employees to communicate their work schedule preferences. Give them autonomy.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

VocalCom

JANUARY 8, 2018

For example, if the customer uses a formal tone, the agent should do the same and refrain from slang words or emoticon use. For example, if the customer has experienced an inconvenience, the agent should offer some kind of gesture to remedy the situation. Agents should always use a natural and friendly tone.

Contact center software 0

Contact center software Surveys Contact Center Analytics 0

VocalCom

FEBRUARY 12, 2018

For example, use Facebook to post engaging video content, respond quickly on Twitter, and use a callback system on the voice channel. Take measures to enforce security within the contact center and from the customer’s side. Provide a secure experience. Digital experiences can unfortunately provoke security issues.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

VocalCom

DECEMBER 4, 2017

For example, fashion brand Everlane has been using Facebook Messenger successfully, allowing customers to place orders, receive personalized recommendations, and get updates on order status all within the app. For example, brands may offer 24/7 service with or without human support, ensuring that sales opportunities are not missed.

Sales 0

Sales Contact center software Self service Contact Center 0

VocalCom

DECEMBER 11, 2017

For example, visual IVR enables customers to tap their way through visual menus and reach agents quickly. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Interactive Voice Response 89

Interactive Voice Response Customer Service Self service Contact center software 89

VocalCom

DECEMBER 18, 2017

With lead management software integration , predictive dialers may organize data all in one place. For example, agents are able to access information such as customer profiles and purchase history with great ease. Stronger lead management. The post 6 Ways Predictive Dialers Drive Brand Success appeared first on Vocalcom Blog.

Abandon rate 89

Abandon rate Contact center software CRM Call Logging 89

VocalCom

FEBRUARY 4, 2019

For example, when a customer logs in to his account on your website or through an app, use a password or two-step verification system. For example, if your brand wishes to send notifications via SMS or an app, ask for permission. The best way to reassure customers is to let them know when these steps are being taken.

Contact center software 54

Contact center software Contact Center Accountability Personalization 54

VocalCom

MARCH 5, 2018

For example, phrases such as “I will” and “I can” relay the agent’s ability to help and reassure the customer. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Customer Service 91

Customer Service Contact center software Wait times Contact Center 91

VocalCom

FEBRUARY 19, 2018

For example, if a customer needs help assembling a product, the tutorial may feature a lively animation or a real person with a clear voiceover narration. Rather, think about addressing customer needs and delivering solutions through video. For customer support, this might mean creating tutorials that quickly answer customer questions.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

JULY 2, 2018

For example, customer newsletters and marketing communications should make references to your data privacy policy. For example, allow them to unsubscribe to email communications or request less frequent notifications. In addition, it’s important to keep your customers updated about their privacy rights. Allow customers to opt out.

Management 48

Management Contact center software Government Contact Center 48

VocalCom

JUNE 25, 2018

For example, they may answer concrete questions such as the boarding time for a flight or the address of a store. For example, if a customer seeks information about a product return, an AI-powered chatbot may look up the date of purchase and ask questions such as why the customer wishes to return the product.

Chatbots 48

Chatbots Customer Service Contact center software Self service 48

VocalCom

APRIL 9, 2018

For example, text analytics may identify recurring words that appear on channels such as social media and determine if there is a service problem that is affecting your customers frequently. If a customer’s birthday is mentioned, for example, you may reach out proactively and offer a small gesture. Make self-service more efficient.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

JUNE 18, 2018

For example, if a customer wants to know the business hours of a retail store or the expected delivery date of a recent purchase, he can contact your brand through a messaging app and receive chatbot support. For example, provide a list of frequently asked questions on your website and update it regularly.

Customer Service 48

Customer Service Self service Contact center software Chatbots 48

VocalCom

APRIL 16, 2018

An airline, for example, might send out a survey that inquires about different points along the customer’s travel journey. For example, a photo may show a broken product that the customer still needs help with or a long line at a retail location. Send optimized surveys on the channel of contact.

Surveys 48

Surveys Contact center software Airlines Feedback 48

VocalCom

MAY 21, 2018

For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution. For example, if certain negative words are often repeated by customers, your brand may discover a recurring issue that needs to be addressed promptly.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

VocalCom

APRIL 23, 2018

For example, discuss these points at training sessions and company events, and invite employees to offer feedback on how these values may be addressed in different roles and departments. For example, you might test to see if technologies are working optimally. Do your IVR menus route customers quickly to the right agent?

Customer centricity 48

Customer centricity Contact center software Interactive Voice Response Chatbots 48

VocalCom

AUGUST 7, 2017

Identify the metrics that need improvement in the contact center. For example, longer average handling time (AHT) or low rates of first contact resolution (FCR) might indicate communication or organization issues that need to be resolved. Are agents able to contact supervisors efficiently when extra help is needed?

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

MAY 22, 2017

The channel may be used alone when providing customer service, or it can complement other channels during a service interaction (for example, customers may receive confirmation codes via SMS while receiving support by phone). Customer service interactions are an example of active, real time use, initiated by either the customer or the brand.

Customer Experience 48

Customer Experience Telemarketing Contact center software Contact Center 48

VocalCom

OCTOBER 9, 2017

An extroverted sales agent, for example, might still need to work on developing a call greeting that is not too aggressive, whereas a more introverted agent may have the calm presence needed to make customers comfortable and need to work on conveying enthusiasm instead. Help them develop their interpersonal skills.

Sales 48

Sales Scripts Contact center software Gamification 48

VocalCom

OCTOBER 9, 2017

An extroverted sales agent, for example, might still need to work on developing a call greeting that is not too aggressive, whereas a more introverted agent may have the calm presence needed to make customers comfortable and need to work on conveying enthusiasm instead. Help them develop their interpersonal skills.

Sales 48

Sales Scripts Contact center software Gamification 48

VocalCom

JULY 10, 2017

By streamlining the process, call centers may save costs with faster resolutions, and agents and managers will be more efficient and confident in their roles. For example, information such as new hires, new products and services, and product recalls can all impact how employees function in their roles.

Call Center 54

Call Center Contact center software Morale Contact Center 54

VocalCom

JULY 3, 2017

For example, if customers feel that their conversations with agents are taking too long or that they are being re-routed too often, it may be necessary to explore issues such as average handling time and making sure that agents are matched to the most appropriate channels or departments. Use roleplaying and real-life examples.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

VocalCom

OCTOBER 16, 2017

For example, McKinsey & Company states that a social media exchange costs 1/6 th the cost of a call. For example, when an agent begins an interaction on one social platform, he should give his name and additional contact information in case the conversation needs to be moved to the phone.

Customer Service 54

Customer Service Contact center software Customer advocacy Contact Center 54

VocalCom

SEPTEMBER 18, 2017

For example, there’s no need to ask about the number of purchases per month if your brand already has that data. A post-contact survey, for example, might begin with questions about the customer’s overall rating of the agent with whom he spoke. Make contact on preferred channels. Reduce customer effort.

Surveys 48

Surveys Contact center software Feedback Contact Center 48

VocalCom

JANUARY 28, 2019

Brands like Spotify and Amazon, for example, have experienced tremendous success with product recommendations. Amazon, for example, offers exclusive benefits to its Prime members such as free expedited shipping for a yearly membership fee. Predictive analytics can determine, for example, the most frequent reasons for customer contact.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

VocalCom

AUGUST 28, 2017

For example, customers may have difficulty making quick and secure payments on brand websites, or perhaps they cannot speak to agents when they want to. High call abandonment rates are a sign that your contact center is not meeting the demands of your customers.

Abandon rate 48

Abandon rate Contact center software Telecommunications Contact Center 48

VocalCom

MAY 28, 2018

For example, when designing a customer journey map, your company may integrate possible emotional reactions at all the different touchpoints. For example, a training session might involve an agent playing the role of a customer who needs support with an online purchase. Anticipate customer emotions in different situations.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

VocalCom

NOVEMBER 20, 2017

Examples of poor communication might include using terminology customers cannot understand, asking customers to repeat information, and posting conflicting information across brand platforms such as the website and social media. For example, Accenture states that 51% of U.S. Customer engagement begins with excellent communication.

Customer Experience 48

Customer Experience Contact center software Interactive Voice Response Feedback 48

VocalCom

MAY 14, 2018

For example, if your website mentions a promotional event, your social media channels should do the same. For example, service hours should be clearly posted on all channels so that customers know when they can reach you. Customers should know exactly what to expect from your company when they do business with you.

Contact center software 48

Contact center software Contact Center Feedback Sales 48

VocalCom

JUNE 12, 2017

For example, forcing customers to read or listen to long promotional offers or encouraging them to connect on social media channels can be distracting and time consuming. For example, if your company has issued a product recall or wants to promote a new service, make sure separate options are provided for quick access to such information.

Interactive Voice Response 48

Interactive Voice Response Contact center software Wait times Contact Center 48

VocalCom

APRIL 30, 2018

For example, you may discover that IVR menus are not routing customers quickly to the most qualified agent, or perhaps response times are slow on social media channels. For example, you may discover that certain channels need more attention than others, or that agents need better tools for communication across departments.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Contact Center 48

VocalCom

AUGUST 21, 2017

For example, brands should describe their products and services clearly, offering detailed information regarding prices, reimbursement policies, privacy policies, and customer service availability. When brands hold themselves accountable for their behaviors, customers take notice and support them.

Customer Experience 48

Customer Experience Abandon rate Contact center software Interactive Voice Response 48

VocalCom

SEPTEMBER 25, 2017

You may ask, for example, what strengths or weaknesses they find in their current products and services or what their biggest challenge might be at the moment. For example, when confronted with a gatekeeper, you might request a callback time or ask for more information about other decision makers you might contact at the company.

Telemarketing 48

Telemarketing Scripts Contact center software CRM 48

VocalCom

SEPTEMBER 25, 2017

You may ask, for example, what strengths or weaknesses they find in their current products and services or what their biggest challenge might be at the moment. For example, when confronted with a gatekeeper, you might request a callback time or ask for more information about other decision makers you might contact at the company.

Telemarketing 48

Telemarketing Scripts Contact center software CRM 48