Did you know that waiting on hold and not being able to get through to an agent are the single most common complaints made about contact centres - according to a recent survey of contact centre customers by Choice magazine?
The new mantra in the world of customer service, marketing and indeed corporate strategy from the CEO downwards is that customers rule! OK.
The Office of The Australian Information Commissioner (OAIC) is the Government body responsible for administering and enforcing the new privacy legislation that came into effect on 12 March. It has provided details of how it intends to carry out its enforcement role.
McKinsey & Co has a very interesting calculation in a recent article on customer service. If there are six steps in your customer journey - the example it uses is somebody signing up for a pay TV service to the point of getting their first bill - and the satisfaction rate for each interaction is 95 percent then 25 percent of your customers will be dissatisfied with the process overall. Scary eh?
Research firm Frost & Sullivan says momentum in Australia’s contact centre applications market is shifting towards hosted and cloud-based solutions as vendors of on-premise systems struggle.
You might link that if you really serve you customers well they will remain loyal. Not so, argues software company Verint. It requires a consistent, systematic and focussed approach directed specifically to that end.
Companies have long emphasised the importance of touchpoints—the many occasions when customers interact with an organisation on their way to purchase, and after - when striving for a good customer experience. This Harvard Business Review article argues that a focus on delivering an optimal experience at these touchpoints overlooks the bigger and more important picture: the customer’s end-to-end journey.
There’s been much talk of late, some in this column, about the merits of ‘cloud-based’ contact centres versus on-premise contact centres, but there are actually several alternatives to on-premise contact centre facilities, and not all are equal. So let’s clear up the confusion.
On 14 March amendments to the Privacy Act 1988 come into force that greatly increase the responsibilities placed on all businesses for the treatment and disclosure of personal information of their customers and prospective customers. Here are some of the most important ones from the point of view of contact centre operators.
A new white paper from United Business Media argues that CRM applications alone are insufficient for achieving great customer relationships. “They lack important functionality, don’t include all necessary data, and may not inherently differentiate a company’s ability to understand and delight its customers.”
Business Intelligence, according to Wikipedia, is “a set of theories, methodologies, architectures, and technologies that transform raw data into meaningful and useful information for business purposes.”
As we have said repeatedly in this column, delivering the optimal customer experience has replaced customer service as the overarching goal for many organisations because of the growing realisation that happy customers are a very significant contribution to overall success and profitability.
High staff attrition rates have long been a major bugbear, and a significant cost, to contact centre operators. Now, like every other aspect of customer contact, staff attrition is being examined afresh through the lens of ‘customer experience’ or, more specifically, the striving for an optimal customer experience.
A survey of customer support professionals has identified a widespread desire to improve the customer experience and has teased out three pillars supporting this.
Public cloud services are still viewed with some suspicion by large enterprises, sensitive to security concerns. However those concerns are dissipating rapidly, according to Gartner. It is forecasting that by 2017 half of all large enterprises will be integrating their private cloud facilities with public in hybrid cloud deployments.
Two of the basic tenets of business are: delivering good customer service is important for customer retention; retaining customers is important because it costs much less than recruiting new ones. Now, feedbackasap and International Customer Service Professionals have quantified the cost of low loyalty engendered by poor customer service, and that cost is staggering.
Multichannel customer management is another buzz phrase to enter the lexicon of customer service. At its most basic it means interacting with customers through more than one channel, for example phone and email. In its full realisation it means allowing the customer to choose his or her preferred means of engagement and providing a good customer experience through whatever channel they have chosen. That is much harder to achieve.
In the ongoing and ever-changing quest to understand, evaluate, serve and retain customers new techniques and technologies emerge all the time. The latest is ‘customer community platform’.
The Australian Telemarketing Association’s Contact Centre Summit, gets underway this week in Melbourne and with the theme of ‘Creating the ultimate customer experience’ it should come as no surprise that many of the presentation topics mirror those we’ve examined here in recent months.
TELUS International, the global contact centre outsourcing arm of TELUS, says that 80 percent of contact centre employees are Gen Ys or millennials (22 - 33 years old) and that contact centre operators have failed to recognise and take advantage of this fact.
Use of cloud computing by Australian businesses is surging as their concerns about security and data sovereignty start to decline, according to research firm Frost & Sullivan.
- Phone calls with humans still tops for customer service
- Myths and challenges of cross-channel retailing
- Why hosted contact centres are becoming the norm
- Making unwelcome telemarketing calls can cost big $$$
- Here comes the mobile call centre manager
- New ways to understand your customers
- Handling fragvergence and the autonomous customer
- Teleworkers work harder and longer
- Putting a cost on customer inconvenience
- Case studies vindicate cloud contact centres
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