14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

11 January 2018

Why do you need omnichannel agents?

Written by Christopher Liko, Posted in Contact Center, Unified Communications

Nearly every contact center uses more than one channel to provide services to customers.

Many modern contact centers even deliver services through three or more channels. If you aren’t delivering services on the channels that your customers use the most, you are missing opportunities to connect with them on a daily basis. The contact center provides organizations with the ability to unify customer experience across channels, but how can you ensure that your agents are also providing a unified experience?

Omnichannel agents

Enabling your agents to use all contact center channels is the key to unifying customer experience. Providing your agents with the ability to use all contact channels ensures that customers receive the same experience regardless of what channel they are using. Many customers use multiple channels to interact with organizations, so having the ability to obtain the same information and the same level of service across channels is crucial.

Omnichannel efficiency

Enabling agents for all contact channels means a significant increase in efficiency. Having agents handling multiple contact types means that no agent sits idle when the volume for a specific channel is low. If the contact center is not receiving many emails, this means that the agent can still handle voice calls while volumes are low. This means less idle time for agents, shorter wait times for customers, and a unification of contact channels.

Getting up to speed

Many contact centers have agents that handle specific contact channels, but are not trained to handle other types. For example, a voice agent may not be trained for social media interactions, or an IM agent may not be trained to handle voice calls. This training barrier can present a major issue in contact centers that handle a number of contact types.

ice Contact Center helps organizations overcome this. ice handles voice calls, emails and IMs in the same format they are received in. However, all other contact types take advantage of these three channels for agent handling purposes. For example, social media messages are handled by agents as IMs, as are SMS messages. Social media posts are handled by agents as emails. Any contact type in ice is handled as voice, IM or email. This provides a unique opportunity to organizations, as they can train omnichannel agents, simply by training them on three contact types.

To learn more about maximizing your organization’s efficiency by leveraging omnichannel agents, request a demo here: ice contact center demo.

06 November 2017

ice Mobile SDK: The Mobile Customer Journey

Written by Christopher Liko, Posted in Contact Center, ComputerTalk, Technology

The power of mobile communications comes from the ability to interact anytime, anywhere. In a mobile-first world, your customers expect help when and where it is needed. The most effective way to meet this need is by integrating the contact center into your mobile app.

The contact center is the most powerful customer experience engine. Using intelligent routing and integrations, the contact center enables contextual interactions with your customers, saving time and frustration for contact center agents and customers. What if you could use your mobile application to enhance your interactions with customers? What if your customers could connect with you anytime, anywhere? How would that experience benefit your customer and your business? Watch this video to find out:


In this video, we see the insurance company leveraging a number of features made available through mobile contact center integration.

Mobile device functionality: Leveraging the capabilities of the mobile device can be extremely powerful. The insurance company can learn the exact location of the accident, view photos of the collision and move the conversation across media channels, using the power of the mobile device.

Cost and time efficiency: The insurer saves money and time in a number of ways here. The claim is processed more quickly because everything is filed electronically and instantly. The company doesn’t have to send a representative to audit the accident or the files. Furthermore, the company creates a happy, mobile-first customer that will be more likely to interact with them in the future.

Mobile context: The insurance company already has context about the user’s profile and history via their customer account. Further, the company can track the user’s progress within the app and prompt a conversation when necessary. The agent will know what pages the user viewed before beginning the conversation, allowing them to resolve issues more efficiently. You can even use context to proactively start a conversation using push notifications or popups within the app.

Here is an example of proactive engagement: Jack is in a car accident, and in his panicked state, he can’t find the “File a Claim” button in his mobile app. He is searching through several pages in the app, and the app detects that he has scrolled through several pages without clicking any buttons. The app then prompts him with a “Contact Us” pop up.

These are only a handful of benefits delivered via mobile and the contact center. Each business can gain unique advantages using this type of integration.

Getting Started

If you are interested in delivering a mobile experience to your customers via the contact center, we can help. The ice Mobile SDK is available to organizations that are prepared to take a mobile-first approach to customer experience. Whether or not you already have a mobile app for your customers, the SDK is able to integrate the contact center directly into any Android or iOS app. To learn more, you can contact us here: http://www.computer-talk.com/en/request-demo

If you would like to learn more about mobile communications and get a sneak peek of the ice Mobile SDK, sign up for our upcoming webinar here: https://register.gotowebinar.com/register/4103189764553141762

 

09 June 2014

Recommended reads - June 2014

Posted in ComputerTalk

Article covers ways to improve the way gamification is used in contact centers as a way to incentivize agents.
http://www.business2community.com/strategy/employees-will-care-fantasy-sports-song-contests-points-gamification-narratives-matter-0885002#!T2ysx


"Angry customers. Aggressive, hysterical, unreasonable, angry customers. Everyone with experience in customer service knows that dealing with these people is an inherent part of the job, yet so few know how to respond in the right way! What are the best practices to deal with angry customers?" Marta at Userlike addresses the points in this insightful and entertaining article on customer anger management: https://www.userlike.com/en/blog/2014/05/30/customer-anger-management-dos-and-donts


Customer service is just a part of customer experience - it's not the same thing. Gregory Yankelovich explains: http://www.business2community.com/customer-experience/cx-equivalent-cs-0898795#!T2PQB


Salesforce shares an infographic on top 5 Customer Service Myths: http://www.bitrebels.com/business/5-customer-service-myths-infographic/


Engagor's Jozefien Verhaeghe shared some New Years resolutions for online support teams in the beginning of January 2014. It's now the middle of 2014, but it's never too late to start! Here are the top 6 'must-haves' he listed. https://engagor.com/blog/6-must-have-new-years-resolutions-for-online-support-teams/