11 July 2016

Find out about Contact Center SMS at WPC for a chance to win a Surface Book!

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk, World Partner Conference 2016

Did you know that text messaging is the most widely and frequently used app on smartphones? According to Pew Research Center, 97% of Americans use text messaging at least once a day.

Studies show that giving customers the option to contact organizations through their preferred channels is the best way to improve customer loyalty and brand reputation. With so many people using text messaging, it makes sense to update your contact center tools so that your agents can help your customers via SMS.

With the latest version of ice Contact Center, agents can handle SMS from customers. Incoming SMS messages are delivered to agents through the Skype for Business client and agents can respond to them the same way they would an IM or webchat.  This provides customers another channel in which they can contact your organization while allowing agents to continue answering requests the same way they do today, reducing retraining requirements.

Visit ComputerTalk's booth at WPC (#528) or drop by our WPC bash to learn more about SMS in the contact center. You will automatically be entered for a chance to win a Surface Book.

RSVP NOW

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08 July 2016

To Cloud or Not to Cloud - the Hybrid Option

Written by Vivian Pow, Posted in Contact Center, ComputerTalk

Flexability

To cloud or not to cloud is a question to which many organizations are still trying to find an answer. Go here to find out some of the common misconceptions and considerations you should keep in mind when trying to decide.

An option that is often forgotten is hybrid. 

Organizations with hybrid contact center deployments have some of their contact center applications in the cloud and the rest on their telephony infrastructure on-premises. This model bridges existing on-premises infrastructure and the cloud, helping organizations move towards a full cloud deployment or maximize the life of existing on-premises tools.

For hybrid deployments, on-premises and cloud technologies should not only co-exist but also complement each other. For example, voice recording may be on-premises, while advanced interaction analytics and quality monitoring can be housed in the cloud.

In contrast to a typical office environment, the contact center is more complex. In a typical office, standard telephony and IT systems are generally sufficient. In a contact center, integration with third-party systems, data collection and recall, and numerous other tools that end users have need to be considered. This greatly influences service delivery choice and set-up considerations.

Contact center experts can help your organization navigate the complexities around contact center environments, including hybrid set-ups.

To find the solution that matches your specific contact center requirements, speak to a contact center expert. If you're interested in speaking with a ComputerTalk contact center expert, leave a message here.

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06 July 2016

Benefits of Callbacks in the Contact Center

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

Contact centers experience spikes in activity, which lead to longer hold times and frustrated customers and agents. When organizations implement callback in their contact center, they are able to better align available resources to customers’ needs and gain operational improvements in key service metrics.

Here are some benefits to offering callback in your contact center:

A BETTER EXPERIENCE FOR CALLERS

  1. Callers can request callbacks to avoid waiting in queue for long periods of time.
  2. Callbacks increase customer satisfaction by freeing up the caller’s time. Callers can complete other items on their to-do list while waiting for a callback.
  3. Customers are connected to the best suited agent which increases first contact resolution and decreases call time. 

04 July 2016

Which would you choose: Wait on hold or get your time back?

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

You are spending a day in the park with your family and friends when you suddenly remembered that you needed to call a technical support line. As your call is connected, you are given a choice - listen to music while waiting for the next available agent or go back to hanging out with your loved ones while you wait for a callback. Which would you choose?

A study showed that when offered a choice between a callback and waiting on hold, 2/3 of those surveyed preferred callbacks. 

callback call centerThe same study showed that of the people who would prefer a callback over another option (for example waiting on the line and listening to music), 40% prefer receiving a callback within 30 minutes and 25% do not have a preference – they just want to avoid having to wait on the line.

 

02 July 2016

Entertain callers on hold with Music, Radio, Surveys and Quizzes!

Written by Vivian Pow, Posted in Contact Center, ComputerTalk

on hold

88%
of callers prefer on hold messages to music.

34%
of callers who hang up while waiting on hold will not call back.

20%
have purchased additional products based on info they heard while on hold.

Waiting on hold tests even the most patient of callers. Most contact centers today cannot do away with the concept of waiting on hold, but there are ways to make the experience more positive for callers. One way is to jazz up the on hold experience for your callers.

ice delivers Music On Hold, Messages On Hold, Radio On Hold, Surveys On Hold, and Quizzes On Hold. In addition to playing messages and music, you can also play radio and interactive customer quizzes. With these added features, customers are more likely to be engaged and less likely to feel that they are wasting their time. 

onhold benefits

Depending on the industry, there are different use cases for advanced on hold applications. Click an entry in the list below to jump to the example use cases for that industry:

30 June 2016

WIN A SURFACE BOOK FROM COMPUTERTALK AT WPC!!

Written by Martin Borowski, Posted in ComputerTalk, World Partner Conference 2016

Enter for a chance to WIN a SURFACE BOOK when you attend our WPC BASH!

wpc surface book giveaway

Yes that's right – a Surface Book, not a Surface Pro.

Ultra-thin, meticulously crafted, with incredible screen resolution. This is the ultimate laptop. We think you would enjoy working off this device.

You are automatically entered for a chance to win by attending the party or by visiting our booth (#528)!

Winner will be drawn on Wednesday July 13. Party attendees will receive an email with more details!

WPC BASH - RSVP here as space is limited!