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.

02 April 2014

Tips for writing an effective survey - a 2 part blog (PART2)

Written by Wayne Godbehere, Posted in Contact Center, Unified Communications, ComputerTalk

Using Post-interaction surveys is an effective way to measure customer satisfaction and gather agent performance metrics. However, it is often difficult to get people to agree to participate and also difficult to get them to complete the whole survey, so it's important that you make it as easy as possible.

Many solutions come with a survey module. Regardless of the solution you've chosen, you need to keep these tips in mind to ensure your survey is effective. This is a 2-part blog: we'll be sharing 5 tips in part one and 6 in part two.

02 April 2014

Tips for writing an effective survey - a 2 part blog (PART1)

Written by Vivian Pow, Posted in Contact Center, Unified Communications, ComputerTalk

Using Post-interaction surveys is an effective way to measure customer satisfaction and gather agent performance metrics. However, it is often difficult to get people to agree to participate and also difficult to get them to complete the whole survey, so it's important that you make it as easy as possible.

Many solutions come with a survey module. Regardless of the solution you've chosen, you need to keep these tips in mind to ensure your survey is effective. This is a 2-part blog: we'll be sharing 5 tips in part one and 6 in part two.

04 June 2013

Outsourcing a contact center

Written by Martin Borowski, Posted in Contact Center, Unified Communications

These days, companies use outsourcing to gain a cultural and competitive edge. This can also be viewed as an opportunity to re-invent a brand or product that requires a fresh start. The other benefit with outsourcing new partner is that the relationship is moulded carefully, fully catering to the needs of the business and without the history/baggage of existing departments and processes that may not have worked in the past.

However, outsourcing a contact center is different than any other forms of outsourcing. In the past, contact centers had a negative reputation for being ‘cost’ centers. Outsourcing decisions were largely based on cost savings and therefore with limited budget did not generate the business sought after. Today we see a lot of change from that. Contact centers now are very savvy in the way they handle their side of the business. They now have become essential to winning over customers, increasing sales and given the multitude of tech-savvy consumers out there, magnifying a company’s brand online.

When looking to outsource contact center, keep these four points in mind:

13 May 2013

Top 6 traits to hiring contact center agents

Written by Martin Borowski, Posted in Contact Center

Hiring can be a very daunting task. Especially if your criteria for the contact center agent is not clearly defined. Not everyone is suited for this job. It takes candidates that are naturally inclined to assist, that takes the time to explain and is solution-oriented. Top  performing service agents carry these traits:

  • Friendly
  • Customer Service focused
  • Considerate
  • Efficient
  • Results-oriented
  • Accurate

Any intelligent person can learn the technical skills of the job but it’s the true aspiration to help customers that is much more difficult to relay. Therefore seek out candidates that already possess this ability to have successful hires.

02 May 2013

Unified Communications gains incredible popularity and usage

Written by Martin Borowski, Posted in Contact Center, Unified Communications

86 percent of organizations allowed BYOD in 2012

Unified Communications gained incredible popularity and usage since the inception of the first multi-modal smartphone in 2007. With the wide adoption of mobile smartphones and tablets in the market now, UC market has just exploded. It is clear that UC-enabled mobile communications (MCEBP) is at the top of everyone’s list for tablets and smartphones. The only concern is its security and how it’s handled for consumer usage vs. work usage.

There are several factors and perspectives to consider such as mobile operating systems, multi-modal mobile applications, support and access security privacy controls. Overall, UC mobility has value for any end users, no matter if it’s an individual consumer or an employee within an organization but both will shape where the market is going with new online and mobile technologies. This requires strategic planning for migrating into more “virtual” and hosted services in private and public “clouds”.

A recent survey by a recently formed consortium of enterprise software companies focused on mobility, the Enterprise Device Alliance, confirms some mobile impacts and trends for internal IT organizations. These include the following: