Roundtable discussion: Best practices in IVR and self-service. Discussing multi-channel, customer satisfaction, customer experience and agent disposition. Participants are Avoke/BBN, Genesys, IntelliResponse and Nuance.
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This is a presentation we shared during the CRM Conference in Singapore in Feb 2011. Here we talk about some best practices when planning an IVR Investment, some tips when designing your IVR applications and some solutions we have to help
Calling your contact center was a de-facto starting point in the past but in today’s multi-channel world, it’s often a last resort. As a result, the pressure is on to ensure your Interactive Voice Response (IVR) system delivers an experience that’s on par with your Web site, mobile apps and other service channels – let alone that of your competitors. Watch this Webinar to learn how to evolve and modernize your IVR to deliver on customer expectations for easy, intuitive self-service.
Interactive voice response systems (IVRs) – love them or hate them, you need them. Whether you receive 200 calls per day or a million, a well-designed and up-to-date IVR can improve the effectiveness of your sales, service and collections departments. IVR technology, platforms and capabilities are undergoing a much-needed transformation.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
This is a presentation we shared during the CRM Conference in Singapore in Feb 2011. Here we talk about some best practices when planning an IVR Investment, some tips when designing your IVR applications and some solutions we have to help
Calling your contact center was a de-facto starting point in the past but in today’s multi-channel world, it’s often a last resort. As a result, the pressure is on to ensure your Interactive Voice Response (IVR) system delivers an experience that’s on par with your Web site, mobile apps and other service channels – let alone that of your competitors. Watch this Webinar to learn how to evolve and modernize your IVR to deliver on customer expectations for easy, intuitive self-service.
Interactive voice response systems (IVRs) – love them or hate them, you need them. Whether you receive 200 calls per day or a million, a well-designed and up-to-date IVR can improve the effectiveness of your sales, service and collections departments. IVR technology, platforms and capabilities are undergoing a much-needed transformation.
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system.
The key questions are:
1.) What is the customer reaction to IVR?
2.) Will I be able to use it in my organisation?
3.) Is it proven?
4.) Are there cost savings?
5.) How flexible is the system?
Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
[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
The Next Big Service Provider Opportunity—Beyond Infrastructure: Architecting...CA Technologies
The Next Big Service Provider Opportunity—Beyond Infrastructure: Architecting Your Customer’s Modern Software Factory
For more information on MSP, please visit: http://ow.ly/kWsH50gbxYh
This white paper introduces Customer Self-Service and how using
Surado Web Self-Service can increase customer satisfaction, reduce
costs and increase return on investments. The key is to understand
your customer, your products and services and the tools available to
deliver service to maximize customer satisfaction and reduce
customer service costs. This paper will discuss the various selfservice
options available, how to utilize best practices, delivery
technology and how Customer Self-Service is tied to the "big picture"
of Customer Relationship Management (CRM).
Customers want transparency, speed, and empathetic support. The phone is uniquely positioned to provide all three. This presentation reviews vital statistics related to phone support as well as how your team can optimize for success.
Whether they contact you on the phone, on your website, via instant messaging, or on social media, today’s utility customers expect a coherent and continuous experience. A customer journey that starts on the website might continue on social media and conclude on the phone. Learn how utilities are orchestrating journeys across all channels to create a seamless, integrated, and consistent experience.
Embrace Self-Service IVR applications in your contact center for reducing operational costs, bringing in efficiency and overall enhancement of customer service.
SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system.
The key questions are:
1.) What is the customer reaction to IVR?
2.) Will I be able to use it in my organisation?
3.) Is it proven?
4.) Are there cost savings?
5.) How flexible is the system?
Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.
30 Benefits of Call Center Software Too Good to IgnoreTentacle Cloud
The benefits of using call center software are many. In addition to the fact that you can use and capitalize on the software, your call center will be able to address several issues only a few contact centers know of. Companies that use call center software which allows them to pick and choose the calls they field no longer have to take calls in the order in which they are received.
http://www.tentaclecloud.com/signup
[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
The Next Big Service Provider Opportunity—Beyond Infrastructure: Architecting...CA Technologies
The Next Big Service Provider Opportunity—Beyond Infrastructure: Architecting Your Customer’s Modern Software Factory
For more information on MSP, please visit: http://ow.ly/kWsH50gbxYh
This white paper introduces Customer Self-Service and how using
Surado Web Self-Service can increase customer satisfaction, reduce
costs and increase return on investments. The key is to understand
your customer, your products and services and the tools available to
deliver service to maximize customer satisfaction and reduce
customer service costs. This paper will discuss the various selfservice
options available, how to utilize best practices, delivery
technology and how Customer Self-Service is tied to the "big picture"
of Customer Relationship Management (CRM).
Customers want transparency, speed, and empathetic support. The phone is uniquely positioned to provide all three. This presentation reviews vital statistics related to phone support as well as how your team can optimize for success.
Whether they contact you on the phone, on your website, via instant messaging, or on social media, today’s utility customers expect a coherent and continuous experience. A customer journey that starts on the website might continue on social media and conclude on the phone. Learn how utilities are orchestrating journeys across all channels to create a seamless, integrated, and consistent experience.
Embrace Self-Service IVR applications in your contact center for reducing operational costs, bringing in efficiency and overall enhancement of customer service.
The Ciboodle One Unified intelligent desktop drives first contact resolution, allowing contact centre agents to interact with customers and giving back office experts a window into the customer.
5 Reasons to Improve Your Customer Experience in Your Avaya Contact CenterSpoken Communications
Your customers are the key to your business and your Avaya contact center is the hub for your interaction with your customers. If you've been waiting to optimize your Avaya contact center to better connect with your customers, here are the top 5 reasons your should start today to improve your customer experience.
If you'd like to learn more after viewing this presentation, please contact Spoken today: http://bit.ly/ContactSpoken
Call Centers face a lot of challenges due to limitations of legacy software, e.g. integrations with TPA, apps, limited scalability, vulnerable to data security etc. Figure out how to address them with a state of the art Contact Center Software.
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https://bit.ly/2FcbNYH
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
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Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
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Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
38. Informational /Procedural:
“What is your return policy?”
“How do I cancel a check?”
Personalized :
“What is my current bank
balance?”
Personalized & Procedural :
“I want to increase my credit
limit from $1000 to $2000”
39. CSAT & CUSTOMER
EFFORT
INCREASE IN WEB
TRAFFIC (XMAS)
INCREASE IN
CALL VOLUME (XMAS)
90% OF “Ask Kobo” users DO NO
Need to escalate to the call center
700%
4%
DECREASE IN
CUSTOMER EFFORT
12%
INCREASE IN
CSAT20%
40. OF ONLINE QUESTIONS
INSTANTLY ANSWERED
INCREASE in NPS FOR CHATS
ESCALATED FROM OLIVIA
93%
52%
RIGHT CHANNELING
INCREASE IN SEO
ENGAGEMENT
20%
41. REDUCTION IN EMAIL
VOLUME DURING LAUNCH
AVERAGE REDUCTION
IN PUBLIC EMAILS
REDUCTION IN CALLS
49%
29%
25%
RIGHT CHANNELING
43. Business Benefits
Cost Reduction Reduced Wait
CSAT
Right Channeling
Monetize Self Service Voice of the Customer
Combating the high
cost of chat, email and
phone support
(approx. $5-$12 /
response)
Reduce telephone wait
times and lower call
center volume.
Improve customer
satisfaction & lower
effort with fast,
personalized and
relevant results.
Right-channel online
interactions to
maximize the value of
each customer inquiry.
Drive new revenue
streams with offer
management
Understand the true
voice of your digital
customers
50. Why The IVR Is Still Important
50
Zendesk, 2013
51. Measuring Customer Experience With Analytics
51
IVR Queue QueueFirst
Agent
Second
Agent
I just need to
talk to
someone
Email didn’t
answer my
question
Why don’t you
have the
information from
my chat session?
71% say that valuing their time is most important thing
a company can do to provide them with good service
Understand Communication Channel Needs To Craft Your Customer Service Strategy,
Forrester, 2013
53. Benefits Of Whole Call Analytics
Understand what call types are left in the voice channel
How much control your customers want with self-service
Access Voice-Of-The-Customer data from actual interactions
Data can help drive a successful IVR strategy
53
54. Whole Call Analytics Solution
Your Customers Your Contact Center
Public Phone Network
End-to-end insight
Automatic categorization & trending
Jump to interesting calls & events within calls
Observe real customer behavior & experience
Listen inside the IVR, agents, partners, all transfers
Software Integration
54
56. Q&A
Joe Alwan, VP and GM, AVOKE Analytics at
Raytheon BBN Technologies
Aaron Wellman, Offer Lead, Self-Service, Genesys
Mike Hennessy, VP Marketing, IntelliResponse
Dena Skrbina, Product Marketing Director for Nuance
OnDemand