Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
This document discusses the results of a survey that found high levels of customer dissatisfaction with traditional telephone customer service. Key issues included problems not getting resolved, questions not being answered, and customers not feeling valued. The document then proposes that live chat could help address these issues by providing a more immediate and convenient communication channel that is preferred by many customers, especially younger generations. Live chat allows agents to handle multiple conversations simultaneously to improve productivity and reduce costs. It also reduces errors and frustrations compared to phone calls. The document recommends organizations consider implementing live chat to improve customer support and internal processes.
Making contact: How to deliver a true customer experienceTelstra
This document discusses the importance of customer experience and implementing an effective customer contact strategy. It notes that customer experience, along with trust, word of mouth, product/service choices, and prices all influence a customer's decision to choose one brand over another. An effective customer contact strategy can provide businesses with increased revenue, repeat business, and new customer acquisitions by integrating touchpoints across phone, webchat, social media, and email. The document also outlines some of the benefits of using cloud-based contact centers, such as scalability, flexibility, and reduced costs compared to on-premise models.
Making Automation Less Automated and More CaringSpeechStorm
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper, consumers still value personalization highly. Personalized IVR systems that understand customer histories can improve the customer experience by routing calls more efficiently. The document advocates for IVR systems that integrate with other customer data to provide dynamic, personalized interactions across channels. Speakers from Ovum, Call Centre Focus and SpeechStorm further discuss use cases and strategic considerations for personalized IVR implementations.
A new report based on a survey of contact centre professionals lets you benchmark yourself against your competitors. It also explores why so many contact centres are failing when it comes to multichannel strategies and explains how you can deliver value and convenience with a truly joined-up strategy. This is a preview only, to view the full report visit http://www.evaluagent.net/resources/multichannel-maze-report/
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Infographic: 5 reasons why the insurance industry is failing its customersNowInteract
Now Interact analyzed the contact channels of 20 of the leading
UK & US insurance providers to understand what they offer their
web visitors - along with when and how they are presented - to
uncover why consumers are so unhappy. This is what we found.
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
This document discusses the results of a survey that found high levels of customer dissatisfaction with traditional telephone customer service. Key issues included problems not getting resolved, questions not being answered, and customers not feeling valued. The document then proposes that live chat could help address these issues by providing a more immediate and convenient communication channel that is preferred by many customers, especially younger generations. Live chat allows agents to handle multiple conversations simultaneously to improve productivity and reduce costs. It also reduces errors and frustrations compared to phone calls. The document recommends organizations consider implementing live chat to improve customer support and internal processes.
Making contact: How to deliver a true customer experienceTelstra
This document discusses the importance of customer experience and implementing an effective customer contact strategy. It notes that customer experience, along with trust, word of mouth, product/service choices, and prices all influence a customer's decision to choose one brand over another. An effective customer contact strategy can provide businesses with increased revenue, repeat business, and new customer acquisitions by integrating touchpoints across phone, webchat, social media, and email. The document also outlines some of the benefits of using cloud-based contact centers, such as scalability, flexibility, and reduced costs compared to on-premise models.
Making Automation Less Automated and More CaringSpeechStorm
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper, consumers still value personalization highly. Personalized IVR systems that understand customer histories can improve the customer experience by routing calls more efficiently. The document advocates for IVR systems that integrate with other customer data to provide dynamic, personalized interactions across channels. Speakers from Ovum, Call Centre Focus and SpeechStorm further discuss use cases and strategic considerations for personalized IVR implementations.
A new report based on a survey of contact centre professionals lets you benchmark yourself against your competitors. It also explores why so many contact centres are failing when it comes to multichannel strategies and explains how you can deliver value and convenience with a truly joined-up strategy. This is a preview only, to view the full report visit http://www.evaluagent.net/resources/multichannel-maze-report/
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Infographic: 5 reasons why the insurance industry is failing its customersNowInteract
Now Interact analyzed the contact channels of 20 of the leading
UK & US insurance providers to understand what they offer their
web visitors - along with when and how they are presented - to
uncover why consumers are so unhappy. This is what we found.
To satisfy the connected customer, you need to interact with them through their preferred mode of communication.
Here we have explained some major challenges of a contact center handling multi-channel customer interactions.
How To Improve Your Bottom-Line Through Better Agent ExperienceLiveops
The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by Liveops & Dr. Natalie Petouho's Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center.
Instant messaging provides brands an opportunity to interact directly with customers in real-time on mobile apps like WhatsApp and Messenger. Customers prefer instant messaging because it is convenient, personal, efficient, and private. Brands can benefit from instant messaging through increased customer loyalty, satisfaction, and revenue by providing omni-channel customer service. Transavia saw success using WhatsApp for customer service, with a high net promoter score, satisfaction rating, and gratitude index. BlueLink offers partners omni-channel CRM strategies across 33 languages to help brands efficiently engage customers through instant messaging.
The document discusses the evolution of social media customer service through three phases: 1) Companies initially tried to block social media channels, 2) Social media was then used limitedly for marketing purposes, 3) The current approach integrates social media into all customer communication channels. It describes how customers now demand 24/7 service across all channels and expect brands to respond quickly on social media. Integrating social media customer service into contact centers is now a top priority for many companies.
The document discusses challenges with self-service tools from a business perspective based on a survey. It finds that while most customers prefer self-service options, many self-service tools are ineffective and businesses struggle to see a return on investment from them. The document promotes an approach called "guided service" which directs customers to the right solutions, tools, and actions to better address customer needs compared to traditional self-service which assumes customers know how to get tasks done themselves. Large companies across various industries have seen benefits like reduced costs and improved customer satisfaction by adopting guided service approaches.
The document outlines a 9-step roadmap for businesses to evolve from traditional reactive customer service organizations to modern strategic ones. It discusses empowering self-service, providing multiple engagement channels, standardizing the agent experience, innovating new engagements, connecting knowledge silos, unifying customer data, personalizing service, connecting all brand experiences, and placing customer service at the heart of business strategy. The goal is to incrementally invest in customer service modernization to sustainably grow profits by delivering on the customer experience promise. Jumping ahead risks leaving people behind and not achieving desired returns.
How to transform your customer experience by making your customer service pro...BrightCultures
Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.
This white paper highlights the business case for offering proactive customer service, showcases some great examples of organisations already doing this, how they are benefiting and outlines a process for getting started and for developing ideas and initiatives for improvement.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction for companies. However, customers have been slow to adopt digital customer care channels like live chat and forums, instead preferring traditional channels like phone calls. There are four main reasons for customers' slow migration to digital care: 1) poor digital experiences that don't resolve issues, 2) unclear strategies from companies for migrating customers, 3) companies' fear of losing revenue from upsell/cross-sell opportunities, and 4) disorganized operations across digital care channels. For companies to succeed with e-care, they must make targeted investments, continuously optimize multichannel experiences, and support migration with a clear executive-level strategy.
An overview of B2B Contact Solution's scope of work, services, and capabilities. It also describes the many advantages of outsourcing your business to our, taking into consideration: accessibility and distance, quality of service, very low cost, diversity of services, cultural closeness, etc.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
The document discusses the collaborative contact center and trends in contact center technology. It notes that human latency slows business processes down and that communications-enabled business processes can remove human latency. It also mentions that 50% fewer calls may go through call centers in 5 years as more collaborative communications increase agility, communities, opportunities, revenue, simplicity, and productivity while lowering costs.
Call Center Services Can Ensure Efficient Customer Engagement StrategiesGo4customer
Availing call center services for business can easily engage right customers and potential buyers for products and services that can be profitable in generating and making revenue for company.
Interactive Mobile Messaging: A Next Generation Communication Strategy that W...SoundBite
Learn why interactive text messaging provides greater value and improves customer service through low-cost, actionable conversations that are fully-automated.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Multichannel Retention Strategies: A Steady Diet of Low Hanging FruitVivastream
The document discusses identifying customer churn and measuring lifetime value. It provides a real-world example of an effective multi-channel retention campaign utilizing analytics and a cost-progressive channel strategy. Specifically, it describes how a wireless provider used business intelligence to target likely churn customers and employed a multi-channel strategy including text, direct mail, and calls to increase retention rates and ROI. The campaign resulted in a 5.6% reduction in churn and a 180% increase in ROI compared to a basic segmentation strategy.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Reminders matter – modernizing outbound communications. David Kiefer
The smartphone is reducing human attention spans – now shorter than a common goldfish.
Researchers surveyed 2,000 consumers and studied 112 others using electroencephalograms to understand how the smartphone revolution has affected our attention spans. They discovered that since the dawn of the mobile revolution at the turn of millennium, our attention spans have dropped by 33% now registering at less than even the attention span of the common goldfish. http://www.nuance.com/ucmprod/groups/enterprise/@web-enus/documents/webasset/nc_048360.pdf
2nd shift customer care evening solutions presentation powerpointInfinity Contact
The document discusses 2nd shift customer care solutions, outlining their primary business drivers like responding to customers in a timely fashion and supporting self-service, as well as providing a case study of how an outsourced 2nd shift program helped a company engage customers across channels and increase sales. Key metrics for evaluating 2nd shift programs are also listed, like first contact resolution rates, sales volumes, and return on investment.
The document discusses call centers and outsourcing. It defines a call center as a centralized office that receives and transmits large volumes of phone requests. There are inbound call centers that handle incoming inquiries, and outbound centers for telemarketing. The document outlines the advantages and disadvantages of outsourcing call center functions to other countries, such as lower costs but potential language barriers. It also describes call center technologies that can improve agent productivity and customer service.
To satisfy the connected customer, you need to interact with them through their preferred mode of communication.
Here we have explained some major challenges of a contact center handling multi-channel customer interactions.
How To Improve Your Bottom-Line Through Better Agent ExperienceLiveops
The connection between agent experience and customer experience and its bottom-line impact has been inferred over the years, but a new study conducted by Liveops & Dr. Natalie Petouho's Customer Experience Research Group looked more closely at this impact on both operational costs and revenue generation in the contact center.
Instant messaging provides brands an opportunity to interact directly with customers in real-time on mobile apps like WhatsApp and Messenger. Customers prefer instant messaging because it is convenient, personal, efficient, and private. Brands can benefit from instant messaging through increased customer loyalty, satisfaction, and revenue by providing omni-channel customer service. Transavia saw success using WhatsApp for customer service, with a high net promoter score, satisfaction rating, and gratitude index. BlueLink offers partners omni-channel CRM strategies across 33 languages to help brands efficiently engage customers through instant messaging.
The document discusses the evolution of social media customer service through three phases: 1) Companies initially tried to block social media channels, 2) Social media was then used limitedly for marketing purposes, 3) The current approach integrates social media into all customer communication channels. It describes how customers now demand 24/7 service across all channels and expect brands to respond quickly on social media. Integrating social media customer service into contact centers is now a top priority for many companies.
The document discusses challenges with self-service tools from a business perspective based on a survey. It finds that while most customers prefer self-service options, many self-service tools are ineffective and businesses struggle to see a return on investment from them. The document promotes an approach called "guided service" which directs customers to the right solutions, tools, and actions to better address customer needs compared to traditional self-service which assumes customers know how to get tasks done themselves. Large companies across various industries have seen benefits like reduced costs and improved customer satisfaction by adopting guided service approaches.
The document outlines a 9-step roadmap for businesses to evolve from traditional reactive customer service organizations to modern strategic ones. It discusses empowering self-service, providing multiple engagement channels, standardizing the agent experience, innovating new engagements, connecting knowledge silos, unifying customer data, personalizing service, connecting all brand experiences, and placing customer service at the heart of business strategy. The goal is to incrementally invest in customer service modernization to sustainably grow profits by delivering on the customer experience promise. Jumping ahead risks leaving people behind and not achieving desired returns.
How to transform your customer experience by making your customer service pro...BrightCultures
Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.
This white paper highlights the business case for offering proactive customer service, showcases some great examples of organisations already doing this, how they are benefiting and outlines a process for getting started and for developing ideas and initiatives for improvement.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Providing superior digital customer care, or e-care, can lower costs and increase customer satisfaction for companies. However, customers have been slow to adopt digital customer care channels like live chat and forums, instead preferring traditional channels like phone calls. There are four main reasons for customers' slow migration to digital care: 1) poor digital experiences that don't resolve issues, 2) unclear strategies from companies for migrating customers, 3) companies' fear of losing revenue from upsell/cross-sell opportunities, and 4) disorganized operations across digital care channels. For companies to succeed with e-care, they must make targeted investments, continuously optimize multichannel experiences, and support migration with a clear executive-level strategy.
An overview of B2B Contact Solution's scope of work, services, and capabilities. It also describes the many advantages of outsourcing your business to our, taking into consideration: accessibility and distance, quality of service, very low cost, diversity of services, cultural closeness, etc.
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
The document discusses the collaborative contact center and trends in contact center technology. It notes that human latency slows business processes down and that communications-enabled business processes can remove human latency. It also mentions that 50% fewer calls may go through call centers in 5 years as more collaborative communications increase agility, communities, opportunities, revenue, simplicity, and productivity while lowering costs.
Call Center Services Can Ensure Efficient Customer Engagement StrategiesGo4customer
Availing call center services for business can easily engage right customers and potential buyers for products and services that can be profitable in generating and making revenue for company.
Interactive Mobile Messaging: A Next Generation Communication Strategy that W...SoundBite
Learn why interactive text messaging provides greater value and improves customer service through low-cost, actionable conversations that are fully-automated.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Multichannel Retention Strategies: A Steady Diet of Low Hanging FruitVivastream
The document discusses identifying customer churn and measuring lifetime value. It provides a real-world example of an effective multi-channel retention campaign utilizing analytics and a cost-progressive channel strategy. Specifically, it describes how a wireless provider used business intelligence to target likely churn customers and employed a multi-channel strategy including text, direct mail, and calls to increase retention rates and ROI. The campaign resulted in a 5.6% reduction in churn and a 180% increase in ROI compared to a basic segmentation strategy.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Reminders matter – modernizing outbound communications. David Kiefer
The smartphone is reducing human attention spans – now shorter than a common goldfish.
Researchers surveyed 2,000 consumers and studied 112 others using electroencephalograms to understand how the smartphone revolution has affected our attention spans. They discovered that since the dawn of the mobile revolution at the turn of millennium, our attention spans have dropped by 33% now registering at less than even the attention span of the common goldfish. http://www.nuance.com/ucmprod/groups/enterprise/@web-enus/documents/webasset/nc_048360.pdf
2nd shift customer care evening solutions presentation powerpointInfinity Contact
The document discusses 2nd shift customer care solutions, outlining their primary business drivers like responding to customers in a timely fashion and supporting self-service, as well as providing a case study of how an outsourced 2nd shift program helped a company engage customers across channels and increase sales. Key metrics for evaluating 2nd shift programs are also listed, like first contact resolution rates, sales volumes, and return on investment.
The document discusses call centers and outsourcing. It defines a call center as a centralized office that receives and transmits large volumes of phone requests. There are inbound call centers that handle incoming inquiries, and outbound centers for telemarketing. The document outlines the advantages and disadvantages of outsourcing call center functions to other countries, such as lower costs but potential language barriers. It also describes call center technologies that can improve agent productivity and customer service.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
How can TCS help Banking & Financial Services industry achieve successful digital transformation through customizable solutions to stay ahead of customer's needs and drive down costs?
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
The document discusses how Avaya helps companies implement multichannel contact centers. It begins by outlining trends driving customer preferences for multiple communication channels. Avaya offers solutions like Elite Multichannel that allow agents to handle different media like voice, email, chat and video within one application. The benefits are outlined as well for customers, companies and contact center managers. Specific use cases are then reviewed like social media management, multi-media outbound applications and video capabilities.
Neopost DMA Multi-channel communication guideMARK STATTON
This document provides an overview of multi-channel communications and how organizations can effectively integrate multiple communication channels to connect with customers. It discusses the evolution of multi-channel communications driven by new technologies and customer demand for choice. The benefits are outlined as increased response rates, cost savings, and more efficient communications. Key channels covered include direct mail, email, telephone, websites, SMS and social media. Maintaining accurate customer data is identified as critical for successful multi-channel strategies.
Similar to Why Outsource Call Center Operations? [Infographic] (20)
This document discusses big data and provides resources on the topic. It defines big data and discusses data management best practices. This includes defining roles and responsibilities for data management, as well as establishing cross-functional teams. The document also references potential jobs in big data and the need for data privacy and security training.
Case Study: Healthcare Outsourcing - Operational Efficiencies and Cost Saving...Infinit-O Global, Limited
Infinit Outsourcing (Infinit-O) recently released a case study called Professional Healthcare Resources Case Study: Healthcare Outsourcing - Operational Efficiencies and Cost Savings Result in Significant Improvement to Margins which is published on its healthcare subsidiary, Infinit Healthcare, website. This study was commissioned by Virginia-based independent home healthcare provider, Professional Healthcare Resources (PHR).
We have compiled the best of the best customer service articles Infinit Contact has published on its blog all throughout 2014. Let us know which one's your favorite!
To spell the year right means starting it with the right mindset. So we have collected these customer service quotes to motivate you and your team this year.
Technology and customer centricity are continuously shaping the world of customer service. Improve your strategies this year by taking into consideration important customer service statistics from 2014.
Here is a round-up of statistics that show how the outsourcing industry benefits not just the bottom line, but also people's quality of life, standards of living, and the global economy.
Infinit Healthcare has almost a decade of experience providing Healthcare Information Management and Business Process Outsourcing services to a global clientele. Download our brochure for more information.
We have rounded up the Top 10 inspiring Zappos customer support stories that will challenge businesses how to become better at offering first-rate customer service experience. Read more about these stories here: http://goo.gl/PPY7Or
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
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On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
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Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
Digital Transformation Frameworks: Driving Digital Excellence
Why Outsource Call Center Operations? [Infographic]
1. Infinit Contact provides contact center outsourcing services
to empower small to medium sized businesses and
let them focus on their business cores.
WHY OUTSOURCE
CALL CENTER OPERATIONS?
Excellent & Quality Customer Service
in 2008
Call Center Revenue
$15.2 B
$ $ $ $
by 2014
$19.9 B
of Americans have had a bad
customer service experience
of them stopped doing
business with that company
$ $
saves clients time,
money, and often, face
highly-trained
employees
$
Changing Landscape of Support Platforms
In the past 3 years:
You can avoid this by outsourcing
third-party call center services
Voice
still the primary
communication
channel used
Self-service
channels
Digital Channels
(chat and email)
Investing on Outbound Customer Support
is Beneficial and Advantageous
to Business
29% of enterprises
currently invests in proactive
outbound communications
96% 80%
rise in web
self-service usage
12% 24% 25%
rise in chat
usage
increase in
community usage
It is predicted that the range of channels for proactive outbound will
increase, and will include service alerts, workarounds, customized
cross-sell and upsell offers, and new knowledge base content.
Businesses Can Rely on Experts
on Different Fields
Small businesses outsource tech needs
24% mainly web site maintenance
Nearly 70% organizations are either currently using SaaS solutions
for horizontal business processes like CRM or are interested in doing so.
Labor Hours
Reduced cost of operations
Price of labor in other countries like the Philippines
is lower than most companies’ home headquarters.
Server Space Training Time
Compliance Issues Quality Assurance
Sources:
http://blogs.forrester.com/kate_leggett/13-01-14-forresters_top_15_trends_for_customer_service_in_2013
http://www.blog.openaccessbpo.com/tech-survey-call-center-outsourcing-trending-among-small-businesses/
http://www.ewa.ltd.uk/services/contact-centres/benefits-of-outsourcing.shtml
http://www.freshbusinessthinking.com/business_advice.php?CID=0&AID=5151&PGID=1
www.infinitcontact.com