5 Ways to Create Customer-Aware Contact Centers

Contact center leaders and managers face a real challenge when it comes to reducing costs without compromising on the levels of efficiency, quality and customer experience. While contact center leaders are expected to keep customer satisfaction levels and NPS high, they are also expected to look for ways to cut the cost-to-serve customers. If you look at it, it would appear that cutting down the cost-to-serve may actually negatively affect the ability to serve the customer better, thus leadingto poorer customer satisfaction levels.

However, this isn’t really true. Increasing customer satisfaction while decreasing abandoned calls and escalations is vital for contact center executives today. While high-quality support is critical, poor responsiveness can drive customers and prospects to competitors.

In this context, let’s see how contact centers can boost efficiency and cut costs, while still serving the customers better by utilizing customer and operational insights.

Contact center inefficiencies hindering customer awareness

According to research by Capgemini, the cost-to-serve in contact centers is a consequence of three inefficiencies:

  1. Ineffective and complex call center processes
  2. High customer contact ratios
  3. Non-ergonomic IT user interfaces

Another critical piece in the whole picture is the call center agent who actually deals with the customers. The three inefficiencies listed above directly affect the performance of the call center agent, thereby affecting not only the costs but also customer satisfaction levels. It is crucial for organizations to understand that customers are increasingly expecting a personalized experience while interacting with a call center agent.

Deploying analytics to understand customer intent

Contact center interactions present an enormous opportunity for businesses to make decisions based on real customer perceptions, needs and issues.

However, these customer interactions are seldom put to effective use due to various reasons. These interactions are spread across various customer-facing functions and several data silos across the organization. A large chunk of these interactions are in the form of unstructured data, and turning this unstructured customer feedback into useful insights is an uphill task for any organization. Typically, contact centers fail to synthesize and fully utilize all this data that they capture so meticulously.

Customer interaction

An analytics solution that does the job of integrating and analyzing the unified customer dataset can uncover unique opportunities to manage the contact center costs, all the while actually boosting customer satisfaction levels.

customer satisfaction

 

Create Customer-Aware Contact Centers with Text Analytics

Cloud-based text analytics technology provides significant opportunity to convert unstructured customer interactions into transformative insights about customers and their experiences.

Text analytics solutions have the power to deliver a significant ROI very quickly, by eliminating time-consuming, on-premise software deployments. Let’s take a look at the five unique ways in which text analytics can boost contact center efficiency and cut the cost-to-serve:

  • Call reasons analysis: Call centers often fail to identify call reasons accurately. Millions of agent notes captured after each call hold a key to understanding and categorizing the exact intent of a customer contact. Applying text analytics to agent notes leads to identifying customer intent at scale. Customer intent capture in turn leads to several opportunities to improve processes and agent performance. customer Intent report                                                              Customer Intent Report
  • Call center activity analysis: Call center activities, such as call volume, transfers and repeat calls, directly add to the overall cost-to-serve customers. A text analytics solution can help in correlating the activities with call reasons as well as customer segments, thus identifying opportunities to improve first call resolution rate (FCR), decrease call transfers, and transfer more interactions to self-service channels.
  • Root cause analysis: There are millions of agent-created notes in call centers filled with human-interpreted data about every call received. Apart from customer intent, this data can also shed light on the root causes of customer experience issues as well as customer sentiments. Understanding the root causes of repeat calls, call transfers, and call volume leads to a focus on alleviating customer irritants as well as on process improvement opportunities.
  • Agent performance analysis: Connecting call reasons, call center activity and root causes to agent performance leads to analyzing the agent performance and identifying both top and bottom performing agents. Based on this analysis, data-driven strategies can be designed to business-driven quality management and agent coaching.
  • IVR analysis: Tracking, benchmarking and improving IVR performance is key to designing better IVR. Deploying IVR analytics to measure IVR performance, then integrating the insights with the data from the analysis of agent notes leads to optimization of the IVR performance with a focus on transferring customer contacts either to self-service channels or the best equipped agents. The text analytics insights can also be fed back into the IVR system via APIs in order to improve IVR performance.

Takeaway

Improving contact center efficiency is crucial not only to managing costs and improving performance but also to addressing the root causes of customer satisfaction issues across the enterprise. Applying text analytics on customer interactions data aggregated from IVR, agent notes, CRM and billing systems equips contact center leaders with actionable insights into the best opportunities to improve customer experience and boost revenue as well as reduce operational costs.

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VOZIQ’S CONTACT CENTER EFFICIENCY SOLUTION

 

Improving Customer Experience With Key Contact Center KPIs

In today’s “Age of the Customer,” we are dealing with highly demanding customers. They are more knowledgeable and have many exciting options in each and every industry to meets their requirements. Customer loyalty has become a rarity and it takes a great deal more effort to keep customers happy and satisfied today than it took a decade ago.

Today’s companies are proactive in engaging customers to move them along their lifecycle in a low-effort and supportive manner. Even with the emergence of multiple channels of customer communication, the call center remains a critical element of the customer experience.

The Customer Nerve Center

Call centers today act as inquiry centers, sales platforms, customer service sources, etc. When it comes to call centers, customers want accurate, relevant, empathetic, but most of all, quick calls. This doesn’t necessarily mean short call times but rather effective call times. A call that doesn’t lead to a repeat call with reasonable handling time and a satisfied customer at the end is the ideal scenario. Every call center aims for this but most are not able to achieve it. Some of the reasons are executives don’t have accurate answers for the following questions:

  • Why are my customers calling (Root Cause)?
  • What is causing repeat calls (Low FCR)?
  • Are my customers satisfied with the service provided (CSAT Scores)?

According to experts, customer experience is the key differentiator for any business’s success, and CSAT scores have been dropping for some time now. One of the key reasons for this drop is that contact centers are still looked as cost centers. However, there is an urgent need for call centers evolve into resolution centers. This requires a cultural change across the company where the contact center is seen as an intelligence hub.

The Customer Intelligence Hub

In a typical call center scenario, agents take notes when they handle customers’ calls. In these notes, they note down the reason for the call and the action they have taken to resolve the issue. In other words, call centers are capturing your customers’ real world problems. It is time companies start leveraging next-generation text analytics technology to turn their call centers into enterprise intelligence hubs, which will help the company listen to their customers proactively and implement the necessary changes to provide an excellent customer experience.

By mining contact center interactions, we can understand the root cause of where customer experience is broken. By specifically focusing on current call center KPIs, especially FCR (repeat calls), CSAT (dissatisfied customers) and IVR, we can get straight to the opportunities.

Focus on Key Call Center KPIs

These three metrics form the life line of call centers and any CX program, too. However, the most important challenge is how these stats are calculated. FCR definitions vary across industries and verticals. Benchmarks for these are mostly subjective. Some of the considerations before calculating would be:

  • Are you measuring repeat contacts across the channels?
  • What is the time period for a call to be considered repeat call?
  • And the most important ones:
    • Was it the same issue that caused a repeat call?
    • Could the repeat call be avoided?

The challenge with the CSAT score is that knowing whether a customer is satisfied with their most recent interaction is not quite enough to gauge long-term happiness and loyalty. Being happy with a single interaction does not necessarily indicate someone’s likelihood to buy something else or to recommend your company to someone else.

Analyze Agent Notes with Text Analytics

With any customer experience measure, be it FCR rate, CSat score, or IVR optimization, it is better to supplement this with qualitative research to really understand the reasons behind the numbers and to ensure you have actionable outcomes to address any issues uncovered. A measure alone isn’t useful unless you use it to drive and optimize customer experience.

Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers in the form of agent notes.

Unstructured Customer Interactions Hold the Key to CX Satisfaction   

In this context, companies are required to tap into this rich vein of information by shifting their focus away from agent productivity and towards enterprise intelligence. To construct a more holistic picture of their customers’ experiences, companies should take the unsolicited, unstructured voice of the customer (VoC) feedback they capture in the contact center, apply text analytics on the unstructured agent notes to extract intent and sentiment, and combine it with data they collect from other sources, such as CRM and IVR.

The opportunity to mine data from customer service interactions is significant. By looking beyond just what customers did and analyzing their perceptions of every customer service interaction, businesses can generate useful data that can be leveraged to drive meaningful business decisions. Customer interactions are definitely a great place to begin to reach the goal of retention. By implementing a text analytics solution, businesses can create a better overall customer experience. Higher CX scores will translate to long-term loyalty, which supports strategic business objectives like bolstering brand image and building revenue through cross-sell and up-sell opportunities.

 

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7 STEPS TO GET ROI FROM CONTACT CENTER ANALYTICS

 

Contact Center Perspectives (22nd June, 2016)

How should sales, marketing, IT and customer service collaborate to deliver a better customer service experience? What are the trends that will dominate the contact center industry by 2017? Are you aware of the trends that are shaping customer service in 2016? What are the top 10 challenges the contact center industry is facing today, and how can you fix them? How can the ROI of customer experience be maximized? Find answers to all these questions and many more on this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

 

3 Keys for Sales, Marketing, and Customer Service Collaboration(www.destinationcrm.com) 

Customers today have more access to information about the product they want to buy than ever before. They have a whole lot of options to research everything about a product, such as its capabilities, price, options, etc. This availability of information combined with research helps the customer to make a very informed decision.

This situation is demanding that the sales department work in tandem with marketing, customer service, and IT teams to create a competitive advantage, based on sales and customer information and analytics.

In this article, the author has explained how to align each of the departments to create an excellent customer service experience:

  • Using Content as a Cross-Departmental Bridge.
  • Collecting Customer Data to Drive Predictive Intelligence into Sales.

Five Contact Center Trends That Will Dominate the Market by 2017(www.nearshoreamericas.com)

The correct use of social media platforms, omnichannel, cloud-based contact centers, and introducing virtual agents are going to be some of the biggest trends in the contact center business, and will dominate the contact center industry by 2017.

Contact center leaders will be required to conduct precise planning and exercise foresight to integrate these emerging trends, while the benefits will be significant for customers.

Read this interesting article to learn more about the five biggest contact center trends:

  1. Omnichannel
  2. Cloud-based Contact Centers
  3. Virtual Agents
  4. Social Media
  5. Self-service

4 Tech Trends Shaping Customer Service in 2016 and Beyond(www.business2community.com)

Every business should have an urgency to understand the customer query and find answers quickly to discover a solution. However, with recent trends in the contact center industry, organizations must find innovative ways to manage the customer experience and customer satisfaction.

Find out in this article how customer service trends such as mobile connectivity, self-service portals, improved human interactions, and refined virtual agents are interconnected and important for any company’s long-term success.

The Contact Centre Manifesto(www.callcentrehelper.com)

What are the top 10 challenges the contact center industry is facing today, and how can they be fixed?

The members of the Call Centre Management Association (CCMA) came together to discuss what the specific changes and initiatives are that contact center leaders can take to help drive the industry towards a brighter future.

Some of the points discussed in this article are:

  • How to understand why customers are contacting you
  • How to involve agents in strategy
  • How to identify the most common customer issues and fix them
  • How to drive the voice of the customer into the wider business for real change
  • How to train team leaders

CIO workshop: ROI of customer experience(www.zdnet.com)

Determining the meaning and quantifying the value or ROI are the two issues associated with customer experience. A recent study was conducted to show the business value of customer experience. The results from the study show that methodical investments in customer experience help to maximize ROI.

Some of the key findings from the study include:

  • US $3 return on investment expected for every $1 invested in customer experience
  • Almost six in ten (58%) have seen increased customer satisfaction over the last 12 months
  • Close to four in ten (37%) have seen improved sales cycles

We hope you enjoyed this week’s Contact Center Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.

Contact Center Perspectives (8th June, 2016)

Why global organizations are considering Customer Engagement Hub as the next phase in the evolution of contact centers? Are SMEs today fully aware of what is needed to deliver excellent customer service? Trust is one of the most important components missing from your voice of the customer program. Are you aware of that? Do you have any idea how employee engagement correlates highly with customer experience? Collecting customer feedback is one way contact centers can add value. But, how many contact centers are doing it right? Find answers to all these questions and many more on this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

 

The next evolution of the contact centre: The Customer Engagement Hub (mycustomer.com) 

Today, people no longer automatically pick up the phone when they want information, or walk into a store if they want to buy something.  In many respects, in this new digital world, the traditional fixed location Contact Center becomes an outdated concept. Which is why many global organizations are starting to look at the next phase in the evolution of their contact -centers the Customer Engagement Hub (CEH). Find out in this interesting article what is CEH and how is it transforming the contact center industry.

 Sixteen customer service statistics and what they mean for small companies (www.smallbusiness.co.uk) 

To compete with larger competitors, SMEs need to deliver speedy, personalized and friendly customer service across multiple channels. Did you know that reducing your customer defection rate by 5 per cent could increase your profitability by 25 to 125 per cent? Here, in this article the author talks about 16 statistics that illustrate what is needed to deliver excellent customer service today, and the associated challenges and opportunities for SMEs

 

The Most Important Piece Missing from your VoC Program (metrics.net) 

Trust is a critical component which often goes missing from your voice of the customer program. Interestingly, this trust drives your customer loyalty. Organizations have to generate large amounts of emotional energy that will fuel the change management effort.

The author has defined how you have to move beyond listening to action, you must build trust in your findings and link them to your company objectives.

The Stunning Stats Behind Employee Engagement(www.bradcleveland.com) 

Employee engagement is strongly tied to customer experience. If you’re into statistical correlations, you’ll get a kick out of this. Find out in this article how frontline service employee engagement correlates highly with customer experience.

According to Gallup, companies with highly engaged workforces outperform their peers by 147% in earnings per share.

 

Contact Centers Fall Short on Surveys (www.toistersolutions.com) 

Collecting customer feedback is one way contact centers add value to their CX program. However, it is surprising to know that 63% of contact centers do not have a formal voice of the customer program. Customer feedback can be used to retain customers, improve customer satisfaction, identify product defects, and increase sales. Here in this report, the author has highlighted the top five challenges contact centers face with survey data:

  • Using survey data to improve service.
  • Getting a decent response rate.
  • Analyzing data.
  • Designing effective surveys.
  • Taking action to help dissatisfied customers.

We hope you enjoyed this week’s Contact Center Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.

Contact Center Perspectives (9th March, 2016)

Call centers are the battleground for competition, and can generate over $20 million in revenue just by making simple changes in their processes. Data can be utilized to provide a personalized experience to customers by service agents. All this and more in this week’s CCTR Perspectives. We are sure you will have a great time reading through!

Call Centers: The Newest Competitive Weapon [customerthink.com]

It is true that the average consumer hates call centers. However, when a customer needs to call and finds a professional, knowledgeable and friendly associate who helps them, that customer falls in love.

Call centers are not only here to stay, but smart companies should understand that the call center is the most effective and economical channel to positively impact customer loyalty. The key to repeat business is creating and building relationships, and call center representatives can do exactly that.

Bottom line: Call centers can be the company’s best competitive differentiator.

America’s Call Centers Revealed – New Marchex Institute Call Analytics Data Shows How a Warm Greeting Is Worth $20 Million [businesswire.com]

Did you know that a warm greeting over the phone may be worth $20 million, according to a new report titled “America’s Call Centers Revealed”, released by the Marchex Institute? And did you know that consumers spend more than $1 trillion over the phone each year?

Bottom line: If businesses invest in better customer experiences it can lead to considerably higher revenues.

10 Strategies for Improving Contact Centre Operations [callcentrehelper.com]

Modern contact centers are always developing, and this article highlights ten ways in which the processes of contact centers can be improved.

Experimenting with customer service, requesting agent feedback, and gathering information from customers are some of the simple steps identified that will help your contact center survive any scale of change in the future.

Powering Proactive Service: It’s All about the Data [smartcustomerservice.com]

What always makes customers happy? Well-informed and personalized service underpinned by good data. With clean and connected data, agents can provide proactive service and take actions sooner. This should be service centers’ version of surprise and engage.

Robust data-management structures will enable service agents to trust the accuracy of customer data and take steps toward offering customers proactive, more personalized service.

10 Common Retention Mistakes [contactcenterpipeline.com]

Customer churn is one of the major hurdles any call center leader has to go through daily. Indeed, it is believed that a reduction of just 5% in churn will give rise to 35% rise in revenue. And many times it has been observed that identification of at-risk customers could easily reduce churn by 5%.

This article highlights the top ten retention mistakes that lead to customer churn.

We hope you enjoyed this week’s Contact Center Perspectives. Be sure to respond in the comments or tweet us @VOZIQ and follow us on LinkedIn.

Contact Center Perspectives (24th February, 2016)

There is one question in particular that lingers on every marketer’s mind: how do you reduce churn? Can contact centers help in this case? Are contact centers really important, or are they just cost centers even now? How can you improve customer service through call centers? Answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

Congratulations to all the featured influencers, experts, and publications!

Churn be Gone! 5 Ways to Kill off High Churn Rates [icmi.com]

How can you reduce churn? The article lists 5 proven tactics that can easily be applied to do exactly that.

Did you know that 48% of customers say that the critical time to gain their loyalty is upon their first purchase or when they first begin a service? Always remember that building loyalty is an investment for the future. Cancelation of renewal charges is said to give a boost to CSAT scores. These and other such points are the highlights of this article.

 

Perception vs Reality [icmi.com]

80% of customers feel that companies are putting more effort into marketing rather than customer service, whereas only of 12% contact centers feel that way. Wow! That’s quite the myth buster.

This and the 7 other such perception vs reality comparisons included in this blog are real eye openers.

 

In A Digital First World, Contact Centres Are the Custodians of Customer Loyalty [customerthink.com]

Did you know that 70% of customers interacting with call centers feel that they know more than the agents dealing with them?

The summary of the article is that even in the age of multichannel support, customers still want to speak with a human (the contact center). Call centers will be expected to support complex issues and a company’s response will decide customer loyalty.

 

Contact Centers Play Stronger Role in Business Value Chains: Survey [deloitte.wsj.com]

Contact centers and customer engagement channels will continue to grow significantly in number and strategic value to organizations’ efforts to capture customers’ loyalty and wallet share over the next two years, according to the 2015 Global Contact Center Survey from Deloitte Consulting LLP.

By 2020, it is expected that leading, customer-centric businesses will have contact center operating models that support the entire customer lifecycle in an integrated fashion, even if the traditional functional silos such as marketing and sales remain.

 

How to be the best at customer service, wherever your contact center is based [customerthink.com]
Companies have a huge opportunity to focus on optimizing the aspects of experience that are meaningful to the lives of their customers. However, the location of a contact center should have absolutely no bearing on customer service.

With the availability and accessibility of cloud solutions, there is simply no excuse for bad customer service in 2016 – no matter where your contact center agents are based. Your ultimate goal should be that the customer hangs up with the issue solved and a happy memory of how helpful your agents were.

 

We hope you enjoyed this week’s Contact Center Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.

Contact Center Perspectives (3rd February, 2016)

Where do call centers stand today when it comes to customer experience? What do the numbers say? What are the financial implications of running a call center? How do you measure customer experience? There are answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

ROI of Customer Experience (Infographic) [experiencematters.wordpress.com]

If you’ve ever wondered about the connection between customer experience and business results, look no further. This article from Bruce Temkin, a CX expert, sheds lights on the economic benefits of implementing a successful customer experience program. Did you know that good CX correlates with additional purchases? There are plenty of more such interesting observations in this article!

10 Crucial Customer Service Statistics for Contact Centers [customerthink.com]

In today’s world, good customer service is the most popular tool to retain customers and improve sales. Many statistics can help you understand the effectiveness of your customer service. The article highlights some of those statistics, such as:

  • Cost of poor customer service
  • Cost of phone support
  • # of loyal customers
  • Multichannel interaction

5 Lessons Learned from Customer Service Failures [onereach.com]

We have been hearing a lot about customer experience lately. Ironically, ASCI scores have been decreasing since last year. What can customer service leaders do to alleviate stress and improve the customer experience? This article tries to highlight some of the failures in the recent past in the customer service sector that can be used to better understand the problems of not only the customers, but across the business environment, and tries to solve them holistically.

Why The Call Center Matters More than Ever [customerthink.com]

Investment in omni-channel customer service is a prominent corporate trend. Companies are looking to text, web self-service, instant messaging and just about any other method they can find to deliver a better customer experience. But while all of those channels can be useful in retaining customers and building loyalty, too many brands are not paying enough attention to the most important customer channel they have: the telephone.

In fact, a report from Arizona State University says that customers are 11 times more likely to complain by phone than they are via the web.

There’s no customer experience without customer engagement [zdnet.com]

How would you a measure a child’s smile when they play with a toy for the first time? How would you measure the quality of an in-store interaction? This post tries to examine the interrelationship among CRM, CEX, and CEM.

We hope you enjoyed this week’s Contact Center Perspectives, and be sure to respond in the comments or tweet us @VOZIQ and follow us on LinkedIn.

Transforming Your Business with Cloud-Based Text Analytics

Typically, contact centers are viewed in any business as a cost center. Such businesses are focused on acquiring new customers, and contact centers that serve existing customers feature low on the priority list of the CXOs in the organization. However, an important fact is often overlooked by such businesses: customer retention is far more valuable than customer acquisition. A retained customer is not only already paying for the services, but is also a source of future revenue. Further, if the retained customers are happy, they bring in higher customer lifetime value, thus improving the bottom-line.

Contact centers can play a crucial role in helping you offer a superior customer experience, as well as retain your valuable customers. Let’s see how this can be done.

Why Focus on Contact Center?

Contact centers are pivotal inshaping the customer experience. Throughout the customer journey, customers turn to contact centers to voice their grievances, seek more information, or share their feedback. These customer interactions are rich in insight about customer sentiments, customer preferences, and customer’s perception of your business.Though, contact centers collect all these interactions in their databases, their full value is never extracted for generating customer intelligence. In this sense, contact centers offer a great opportunity to transform not only customer service, but other functions by basing decisions on real customer intelligence.

Power of cloud-based text analytics for contact centers

Cloud-based text analytics offer a highly cost-effective and powerful solution for realizing the full potential of customer interactions. The customer interactions are a typical set of big data: They are huge in volume, they are highly dynamic, and they are unstructured. A full-blown text analytics solution to analyze customer interactions entails a lot of dependencies, for example, on IT department to install and maintain the solution on company servers. Then there are privacy and security concerns. Further, to make sense of all the data, a team of data scientists also needs to be in place.

A cloud-based text analytics solution removes all these dependencies and helps you realize a solid return on investment. Let’s see how –

  1. Customer intelligence gold mine of call center agent notes: Customer transactions and demographics do not tell a complete story of the customer. Customer surveys rely on only a sample of your customers. Speech analytics lacks the accuracy at scale, as the technology is still evolving. Call center agent notes, on the other hand, not only offer the largest possible sample of customers but also are human-interpreted notations on each customer conversation happening at the contact center. When combined with the other sources of customer information, call center agent notes offer the richest customer insights.
  2. Make real sense of customers with text analytics: Text analytics converts the unstructured text from agent notes and transforms them into structured categories. This structured data can then be combined with CRM and billing data, as well as customer surveys and IVR menu choices to create the richest and a large pool of customer data. Slicing and dicing this data will paint a full picture of customer sentiments, customer journey, and customer experience. You can also segment customers by geography, sentiments, issue types, and so on to create a complete map of customer experience transformation.
  3. power of cloud: Deploying cloud-based text analytics means you remove the hassle of a solution installed on company servers. All the costs and dependencies that come with a server-based solution are eliminated with a cloud-based text analytics solution. This means that the ROI is realized sooner than non-cloud deployments.Furthermore, cloud-based deployment also offers best-in-the-class security, agility, and scalability.
  4. Create interventions, not just insights: Based on the insights generated from contact center interactions, contact center leaders can collaborate with other business units to offer superior customer experience, remove operational gaps, and improve marketing and sales effectiveness. 

Takeaway

The power of contact center interactions, especially those captured in the agent notes, is often neglected. Cloud-based text analytics offer a very cost-effective solution to convert these interactions into insights, as well as actions, and to realize transformative benefits across an enterprise.

(Read the original article here: Transforming Your Business with Cloud-Based Text Analytics for Contact Centers.)

Customer Experience with Text Analytics

Contact Center Perspectives (27th January, 2016)

So what’s in store for the call center industry in 2016? What are the top challenges that need to be tackled this year? Where does data fit into the picture of customer experience or contact center operations? How can customer retention be improved? Who are the experts to follow in the call center space? Answers to all these questions and more in this week’s Call Center Perspectives. We are sure you will have a great time going through them!

Answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

Top 10 Call Center Trends to Track in 2016 [spoken.com]

Customer service has become the means by which brands can differentiate themselves, and the quality of the customer experience you offer can have a huge impact on your brand. With the estimation that 42% of world’s population own a smartphone, businesses need to adjust their focus accordingly. Here are some of the points discussed in the article;

  • Self-service
  • Call back option
  • Personalization
  • Customer journey mapping
  • Omni-channel support

 Top Contact Center Challenges for 2016 [customerthink.com]

The contact center often has the data to guide improvements but lacks corporate initiatives to ensure that information reaches and engages critical departments. This results in challenges that could have been easily solved with proper initiatives. And if you look closely you will find that all the issues are interrelated; addressing them requires a holistic approach. Here is a glimpse of the challenges:

CCP_22116_230116 2

Bad Data, Poor Quality? The Impact of Ineffective Information [datafloq.com]

Cloud and call centers have been mentioned in the same breath for some time now. Now, companies are talking about the best way to leverage cloud resources and bolster their bottom line: Big data. But as with any technology it is the programs and implementation that really matter. The same goes for big data technologies as well. The article points out some pitfalls that can be easily avoided with proper plans and management.

Big data comes with big promises. Make sure you capitalize on the potential and keep your information house in order by avoiding the critical impacts of big, bad data.

3 Ways to Boost Your Customer Retention Rate With Service [winthecustomer.com]

  • Gartner research shows that by 2018, 70 percent of business-to-business e-commerce sites will offer customers personalized features, and sites using personalization effectively will outsell competitors by 30 percent.
  • Seventy percent of companies agree that retaining customers is cheaper than acquiring new ones, an Econsultancy report on cross-channel marketing found.
  • 49% percent find that building existing customer relationships brings a bigger return on investment than acquiring new customers.

You better start improving your customer retention rate. And of-course we can help you!

Top Analysts Covering the Contact Center Industry for 2016 [fonolo.com]

The easiest way to understand an industry is to listen to its leaders and experts. With the sheer number of individuals talking about the contact center and all the noise this generates, it can be really difficult to find the great ones to follow. So here is a compiled list to make it easier for you.

We hope you enjoyed this week’s Contact Center Perspectives, be sure to respond via the comments or tweet us @VOZIQ or follow us on LinkedIn.

Contact Center Perspectives (20th January, 2016)

Can revenue be generated through data? Is the hype around big data justified? What could be the possible pitfalls while implementing CX? Is personalization the next big puzzle waiting to be solved? What can we expect of contact centers in 2016? Answers to all these questions and more in this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

Calling On Call Center Trends for 2016 [1to1media.com]

It is that time of the year when we look at last year’s performance and make predictions for the coming year. It will be an interesting period for the call centers with changes expected both on the technology front as well as management. From live chat to machine learning, this post articulates six trends that will revolutionize customer service, particularly the call center industry as we know it throughout the year.

Forrester’s Top Trends For Customer Service In 2016 [mycustomer.com]

As we mentioned earlier, it is that time of the year when everyone is busy predicting the future. Here is a set of top trends that are expected to grow in 2016. We certainly cannot ignore these as they come from the VP of Forrester Research. Some of these trends include:

  • Consolidation of CX ecosystem
  • More attention to self-service
  • Data-driven insights and decisions

The Most Missed Step in Customer Experience Improvement [linkedin.com]

A very interesting subject. As CX is gaining momentum, everyone wants to improve their CSAT. People are finding various methods and metrics which they are using to help decide their action points. Everyone is working on improving CX but they seem to miss out this critical step in their customer experience improvement efforts. The author suggests that every business must stop and think “What would you love to overhear your patients saying about you and your practice after their visit?”

Contextual Integration Is the Secret Weapon of Predictive Analytics [data-informed.com]

When you decide to buy a product on Amazon and then visit the product you will probably be interested in their recommended products too. Amazon has long been praised for its recommendation engine, which has prompted many users to fill their shopping carts with additional items that Amazon suggests based on their purchasing profile. What has made Amazon so successful is not necessarily product availability or quality of content; the real differentiator is context and the use of predictive analytics.

Big Data Facts: How Many Companies Are Really Making Money From Their Data? [forbes.com]

Did you know that 60% of professionals feel that data is generating revenue within their organizations? And that 83% stated data to be making existing services and products more profitable? This clearly indicates that businesses are finding more and more ways of turning data into value. But at the same time many are hitting stumbling blocks which are frustrating their efforts. Adoption of big data-driven strategies progressed in leaps and bounds throughout last year. However, it is also equally clear that there is still a long way to go until every business is secure enough in its infrastructure to transition to a fully data-driven business model.

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