VocalCom

MARCH 12, 2018

The same is true for any other technology used, such as IVR systems. When customers are routed to agents through an IVR menu, these agents need to be able to manage inbound contacts efficiently. Since agents interact everyday with your customers, their feedback is essential to offering better service. Give them autonomy.

Contact Center 91

Contact Center Agent Empowerment Interactive Voice Response Contact center software 91

VocalCom

MARCH 26, 2018

For example, prices and return policies should be clearly outlined on your website, and customers should not be given conflicting information on other channels. For example, agents should be taught to use your company’s security tools properly and follow a protocol. Offer clear and consistent information. Improve agent training.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

VocalCom

MAY 21, 2018

Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Menu options should include all the possible reasons a customer might make contact.

Customer effort 48

Customer effort Technology Interactive Voice Response Big data 48

VocalCom

MAY 15, 2017

For example, they should be able to use a CRM database effortlessly, understand how and when to route customers to other agents, and know how to use call scripts effectively. Optimize IVR menus. IVR menus reduce average handling time by connecting customers quickly to the most qualified agents or information sources.

Average Handle Time 48

Average Handle Time Interactive Voice Response CRM Contact center software 48

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

APRIL 2, 2018

If a self-service channel fails to work, for example, the customer is likely to pick up the phone for further support. A Google study found that 59% of respondents prefer to call a business rather than make contact online with the hope of getting a quick answer. Use an optimized IVR menu.

Interactive Voice Response 48

Interactive Voice Response Contact center software Average Handle Time 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

JULY 9, 2018

IVR menus should route customers seamlessly to qualified agents. Lastly, make sure that IVR menus direct customers to the correct departments, and always offer the option of speaking directly to an agent if there is a problem navigating the menu. Seamless interactions. Use technology to simplify your customers’ lives.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 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

APRIL 23, 2018

What goals should your employees strive to achieve when interacting with customers? 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. 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

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

JUNE 26, 2017

For example, if social media platforms are in high demand, agents should be quick to respond while also engaging proactively with customers. The voice channel may be optimized by offering callbacks to customers who prefer to speak to an agent without being placed on hold. Give them an optimized experience on the channels they want.

Contact center software 48

Contact center software Interactive Voice Response Self service Feedback 48

VocalCom

JULY 31, 2017

For example, is the customer able to connect to an agent quickly through an IVR menu? Can he switch from social media to the voice channel with ease? What is his satisfaction score post contact? For example, one channel may prove to be understaffed and thus a cause of frustration for customers who prefer that channel.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

VocalCom

JULY 17, 2017

For example, customer service agents should be matched with roles that fit their personalities, and they should be allowed to add a personal touch to their call scripts. During service interactions, agents may then make references to customers’ purchase history or previous cases to foster a more personalized relationship.

Customer Service 48

Customer Service Contact center software Interactive Voice Response Self service 48

VocalCom

SEPTEMBER 4, 2017

For example, make sure that brand emails have an unsubscribe feature or setting that allows customers to receive fewer emails, and always ask for permission to offer notifications on mobile devices. In addition, IVR menus should also be updated to connect customers with the right agents or the right information when needed.

Contact center software 48

Contact center software Interactive Voice Response Contact Center Sales 48

VocalCom

JUNE 11, 2018

But the most important thing you can do is a step that many brands ignore: Contacting customers again once improvements have been made. For example, if a customer mentions that it takes too long to reach an agent by phone, your company may inform him once the IVR menu has been redesigned to route callers more efficiently.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48

VocalCom

AUGUST 14, 2017

For example, executives may relay brand goals to the rest of the organization, while managers implement those goals through in-depth training and mentoring of customer service agents. Optimized omnichannel practices similarly cut costs, such as using advanced technologies like IVR menus and CRM solutions to streamline customer service.

Customer Service 48

Customer Service Contact center software Gamification Customer centricity 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

NOVEMBER 6, 2017

However, don’t be afraid to ask specific questions and contact specific customers for greater insight. For example, in your post-contact surveys, ask questions that are highly specific to the customer service process—not just the customer’s overall satisfaction with your company—and be sure to encourage free response answers.

Customer Service 48

Customer Service Contact center software Contact Center Interactive Voice Response 48