In this article we discuss the top contact centre benefits businesses should consider when looking to improve their customer experiences.Continue reading
Despite waning influence with younger demographics, Facebook still commands 2.32 billion monthly active users across the world, and when you add the company’s other apps into the equation, that user count rises even higher.
Yesterday saw an extended outage with WhatsApp, Instagram and Facebook all suffering for more than eight hours. While many people undoubtedly missed their daily fix of amusing content, there’s a more concerning business lesson at play here.
Facebook has become a crucial customer communication channel for many of the world’s companies. It’s now a vital link for customers who shy away from the phone or email.
Many modern contact centres have thrived on this shift towards social media troubleshooting, especially as the latest cloud contact centre solutions intelligently and automatically field social media customer queries to the next available agent regardless of the communication medium.
But what happens when these services go down and your contact centre isn’t equipped to cope?
The phones begin ringing more and emails start piling in. If you don’t have a capable contact centre solution in place that integrates seamlessly with social channels and has redundancy built in against this issue, your customer success team may be missing important information to help.
And because of the rapid nature of social media-based communication, issues are resolved far faster than traditional phone-based troubleshooting and often at a lower cost. Interaction with businesses via WhatsApp has only served to accelerate this change in customer behaviour.
The latest cloud contact centre solutions flex, adapt and react to your customers whims, patterns and seasonality as well as sudden, unexpected changes in behaviour like what happened yesterday.
If you’re interested in optimising your contact centre, we’ve prepared a contact centre supplier agnostic eBook explaining how to modernise your operations.
So, how can IT leaders determine which vendor is offering the right solution for their organisation and will also fit their budget?
The answer lies with independent technology sourcing agencies.
At Marketlinx we offer personalised strategy and solutions planning for each client, making sure that each suggested tech provider is suited to your organisation’s needs and requirements and capable of delivering the right solutions to increase efficiency and productivity. n this way IT leaders can save significant time and resources with regard to researching and vetting vendors, saving time spent on managing time consuming tenders.
Many organisations are faced with the question “to Zoom or not to Zoom?”. Are you ready for the answer?
Zoom isn’t slowing down any time soon so is it time you took the solution seriously?
A soaring valuation. Healthy financial reserves. Much has been written about Zoom’s impact on the unified communications and collaboration market since debuting on the stock market last month.
Are you a fan of the solution?
It appears many are. In a relatively short space of time, the company has spread rapidly across small and large companies due to its user experience, attractive price point and extensive integrations.
Much of this growth has been user-led – a classic example of shadow IT – where people have taken matters into their own hands, choosing to use a solution that’s more intuitive than many legacy unified communications systems.
It’s textbook disruption.
What does this mean for IT departments and CTOs?
Life is hard enough already when you’re tasked with investing in collaboration. A seemingly endless list of suppliers makes the technology sourcing process incredibly difficult.
Even when you do battle through months of supplier evaluations and tenders, pick a flexible solution with the capabilities required, and carefully implement it across the business, end-users decide they’d rather use something like Zoom.
Or, perhaps Zoom actually is for you?
Sometimes the best solutions come in unexpected packages.
They may not be your shortlisted choice, but if people are willing to spend time sourcing a solution themselves and then drive adoption across the business off their own back, then it’s time to listen.
We understand this as an independent technology adviser and build this employee and cultural feedback into our process when sourcing you the best solutions for your business needs.
And that’s the advantage of working with us – it’s no effort for you. We do all the legwork, filtering through hundreds of suppliers to identify the most effective choice for your objectives.
Currently, many organisations are faced with the question – “to Zoom or not to Zoom?” and it’s difficult to answer, especially within the context of IT security policies and whether solutions are fit for purpose from this perspective, but we can help provide you with some clarity and help with your evaluation.
Organisations that can offer competitive prices, a seamless and personalised purchase journey and high-quality customer service are leading their industries.
The customer journey is becoming increasingly valued; customer service significantly influences the purchase decision. Whether inquiring about new functionality or asking vital questions regarding a product’s specs, customers expect to be assisted by reliable experts that can solve their issues immediately. Under these circumstances, managing customer relationships is a critical priority for all companies that want to thrive and stay ahead of the competition. Furthermore, organisations are starting to grasp the vital importance of truly listening to a customer’s voice and are using the insight they learn to adjust their strategies, not only to meet expectations but to exceed them by providing flawless pre-sales and aftersales journeys.
Sourcing the right CX partner
A key component of delivering excellent customer experiences is a high-performance contact centre. One where companies communicate with clients and ensure their needs are addressed quickly and easily.
Organisations that have adopted the right methodologies and technologies towards CX are winning, and can:
- Manage customer journeys and optimise their experience to improve satisfaction
- Build efficiencies to lower costs
- Reduce employee churn and engage staff
- Improve customer acquisition to fuel growth
Workforce Optimisation is integral to the success of any CX solution. Open platforms that integrate omnichannel functionalities and connect their contact centre with multiple CRMs and communications systems are paramount. When implemented correctly and with proper training, they empower agents with easy access to all the data required to resolve customer issues quickly. As a result, contact centres have become a sophisticated ecosystem of processes, technologies, data, knowledge and people.
However, sourcing the partner for a high-performance contact centre and negotiating best-in-class pricing, beneficial terms and conditions is complicated, time-consuming and a resource-intensive process.
CIOs and contact centre managers face a wealth of sourcing challenges and an overwhelming number of vendors and distributors. Moreover, while a competitive market allows businesses to compare products and negotiate prices, it can take significant time to evaluate vendors, understand what technology to invest in and find the right fit for the company’s needs and development plans.
The process becomes exponentially more complicated when companies migrate from on premise-based solutions to the cloud. CIOs now must consider a higher number of functional capabilities and have to decide what will be needed immediately, in the mid-term and the longer term.
And while migrating to the cloud is a significant challenge for many companies, adopting solutions leveraging Machine Learning, RPA (Robotic Process Automation), the Internet of Things and Blockchain, it’s not a ‘nice to have’ anymore but a ‘must have’, if companies want to deliver personalised customer experiences that increase brand awareness, loyalty, and revenue.
Because there are so many variables involved in configuring a contact centre, in many cases, companies get lost on vendors’ features and functions, losing sight of the primary purpose of the contact centre – improving customer satisfaction and retention rates by managing all communications from customer inquiries to distributing marketing collateral via email or social media and other channels. The ability to handle the customer on their terms, whether it is by phone, email, live chat, social media or text has become crucial. In addition to being able to handle multi-channel communications, contact centre analytics and Workforce Management Software are also vital components in operating a world-class contact centre.
At the same time, every business has unique KPIs, traits, strengths and weaknesses and needs a personalised contact centre configuration to deliver the desired business outcomes.
Under these circumstances, partnering with sourcing experts who understand the company, its products and services but also the importance of customer satisfaction becomes a critical step that can have a significant impact on a company’s future development.
Thankfully, sourcing services available to the contact centre market have kept pace with technological advancement, and nowadays companies can use agnostic sourcing companies that can help CIOs and procurement navigate the complexity of choosing the contact centre technology that is the right fit for the specific needs of an organisation.
A significant benefit of using an agnostic tech sourcing agency is that they do all the heavy lifting with researching available technologies and top-tier suppliers, and the organisation can ditch cumbersome and expensive tender programmes, reduce costs when negotiating prices and save time with vetting suppliers.
Furthermore, in many cases vendors and suppliers are driven by sales quotas they have to fulfil while a sourcing agency acts as an adviser, only focusing on the best technology for the project.
Additionally, a CIO doesn’t have to deal with numerous contracts, SLAs and providers – they can manage everything within a single agreement with one point of contact whose team manage the delivery of the agreed outcomes.
The bottom line is that many new-generation technologies can and will provide practical solutions to common day-to-day challenges faced by contact centre managers but matching the right technology to the company’s priorities and goals might make the difference between a highly successful organisation or a struggling one.