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.
Despite the proliferation of new channels for customer service, phone conversations with a human agent are still the most popular and, more importantly, beat all others for first contact resolution rates of customer enquiries.
In this era of multichannel, cross-channel and omni-channel retailing, Australian retailing consultancy, Retail Doctor Group, has taken a swipe at those who espouse the view that retailers should strive for a consistent customer experience across all their retail channels.
The popularity of hosted contact centres is growing rapidly, and it’s not hard to see why. The odds are stacked heavily in their favour compared to the traditional premises-based model.
On 14 August the Australian Communications and Media Authority (ACMA) announced that it had secured an enforceable undertaking from telco Teleus Pty Ltd and holiday promoter Flexi Marketing Solutions Pty Ltd for making calls to numbers on the Do-Not-Call-Register.
Imagine. You are the manager of a contact centre business with multiple contact centres or agents spread around the country or indeed the globe. You could be sitting on the terrace of your local café and sipping a latte. As you overlook the harbour you could be monitoring in detail the real time performance of each of your agents, queues or campaigns.
- 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
- In praise of online chat
- Compelling case for cloud contact centres
- Aussie telcos failing to fully exploit contact centres
- Cloud contact centres come out tops, again
- Time to disrupt Australian ERP: the last bastion of traditional IT
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