7 Benefits of Using IVR Systems at Contact Centers

Interactive Voice Response (IVR), are used for a multitude of services, including remote banking, survey and poll taking, call routing and forwarding, order transactions, marketing and information lookup. The system can accept and understand a variety of voice and button input selections. IVR systems have pre-recorded responses for multiple situations, access to data and voice recording abilities. Contact centers benefit in the following ways when using IVR.

1. Empowered Customers

Self-service...

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How to Empower Your Employees to Provide Excellent Customer Service

Small brands can easily improvise in order to please customers. With boutique companies, management knows each of its customers, what they expect and what would best benefit them. Guidelines are easily tweaked in order to provide stellar customer service. Larger companies and brands that are scaling, however, have a greater challenge when it comes to keeping everyone appeased. Here are five ways to enable customer service agents in order to keep customer expectations fulfilled.

1. Establish the...

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The Banking Industry Challenges the TCPA

Blog contributed by Gryphon Networks

The Federal Communications Commission (FCC)’s rules under the federal Telephone Consumer Protection Act (TCPA), particularly those regulations around automated dialers, are some of the most contested issues facing the financial services industry today.  Unlike other regulations bankers face, the TCPA does not regulate industry but behavior; therefore, blanket regulations are impacting all businesses across all markets regardless of how each organization...

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ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.

In...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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Improving Cusotomer Experience with Self-Service Options

Self-service options give customers the chance to fulfill their needs through their preferred channel. According to NewVoiceMedia.com, 60% of customers will change their contact channel based on what they’re doing and where they are. Consumers who would normally call for help may opt for self-service troubleshooting if they’re watching TV or at work, for example. Thanks to location features, language can be adjusted to suit the user’s geographical area, making self-service solutions even more...

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Why You Should Make It Easy for Customers to Complain

Every contact center needs a complaint management strategy. The truth is that you have fewer satisfied clients than you may think. Many of those customers are keeping quiet despite having something to say, which is troublesome for everyone. If you don’t hear the complaint, there’s no way you can fix it; if customers aren’t satisfied, they’ll take their business elsewhere.

According to Entrepreneur, there’s a simple reason why many customers don’t complain: griping is hard on everyone,...

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7 Questions to Ask Yourself About Touchpoint Effectiveness

After you’ve mapped the customer journey, look closely at each touchpoint. Mastering each touchpoint makes a brand a great competitor while improving customer loyalty and enthusiasm. Ask the following questions to make sure you’re being as efficient as possible.

1. What specifics are occurring at each touchpoint? What are both the brand and the customer doing at each touchpoint?

2. Are the touchpoints addressing the customer’s needs and concerns? Are questions being answered?

3. Are the touchpoints...

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5 Best Voice of the Customer Best Practices

Voice of the Customer (VOC) programs are an asset to contact centers. According to CRMSearch.com, when VoC isn’t correctly taken into account, customer experience goals, as well as marketing and sales objectives, suffer. Below are five VOC best practices.

 

1. Add VOC data collection to the customer experience strategy.

 

According to the American Marketing Association, customer-focused organizations routinely conduct surveys and hold focus group sessions; ask for comments, including complaints;...

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Top Enterprise Servicing Goals for 2015

In January 2015, DMG Consulting conducted a worldwide survey of enterprise and contact center executives and managers. The goal of this survey was to identify the top servicing goals for enterprises during 2015. Participants were asked to select from a detailed list of servicing initiatives. 311 individuals from companies around the world elected to participate in this study. This broad level of participation reflects companies' growing focus on improving service, a trend that is expected to...

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Contact Center Software Features to Improve the Customer Experience

Contact center software should offer features that enrich the customer experience.  The following features should be considered.  

Callback or Voicemail from Queue

Instead of waiting for the next available agent, many customers are happy with opting to have an agent call them back when it would normally be their turn in the queue. Once a caller is placed in the queue, they are given an option to continue waiting or to be called by an agent. If the caller also wants to leave a message for a...

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Multi-Channel and Omni-Channel Contact Centers

 Contact centers are evolving constantly, challenging management to come up with more efficient strategies. A majority of CRM technologies strive for the same goal: to provide as much intelligence as possible so that the customer can be given a solution without requiring a live agent.

According to Gartner Inc., over the next few years customers will begin managing up to 85% of their brand relationships without interacting with people. To help with this change, contact centers are adopting...

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The Importance of Touchpoints Throughout the Customer Journe

Customer journeys look at each step of the buying experience from the customer’s point of view, including their goals, actions, questions, and barriers. It’s your job to support the customer during their journey, specifically at the touchpoints - any point when the customer interacts with the brand.

The 4 Basic Touchpoint Categories

In general, a touchpoint will fall into one of four categories:

1. Products or services, often including a website because it’s integral to servicing customers....

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4 Tips for Hiring Contact Center Agents

According to Customer.Think.com, once a job is posted, most responses from job candidates occur within 48 hours. On average, candidates who are qualified for a contact center position receive an average of two job offers and they stay on the job market for a max of five days. Employers have to filter out quality applicants quickly. (If you’re not seeing an influx of candidates, expand your reach - use additional resources to put the job posting in front of a broader audience.) Some people won’t...

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