On-demand products vendor VoltDelta recently published a white paper, titled “Shatter Channel Boundaries to Deliver Remarkable Customer Care,” providing some examples of how an integrated multi-channel hosted service enhances customer satisfaction while reducing cost.
Too much good stuff in the paper to adequately summarize here, but we can hit the highlights:
Voice self-service. An engaging voice self service combined with a well designed voice user interface helps to anticipate customer needs by delivering dynamic IVR menus based on past caller information. Multi-channel integration can take an experience to a new level with text message confirmation for mobile callers, or eliminating the dreaded requirement to repeat detail.
Agents and automation. A well-designed automated system provides access to live agents for more in-depth interactions without sending callers through a myriad of menus. Many callers’ first contact with an organization by phone is via the voice self service channel. A well designed system provides agents with information “whispering detail” from the IVR system making what appears to the caller as an intelligent transition across channels.
Read more here.
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Contactual officials know the topic that “goes to the heart of every business operating today.” Yep, including yours: “How to outmaneuver your competitors in an environment where change is a constant, cost containment is critical and flexibility is more important than ever before.”
Are they right? Is that a particular concern of yours? We thought so.
The whole point of computing, when it comes to business, anyway, has been about enabling people and businesses to do more with less. That’s taken another great leap forward in recent years with the advent of cloud computing.
Small and medium size businesses latched on to cloud computing, because they could use it to get multi-channel tools they couldn’t dream of affording and installing on their own. And they were provided with fast deployment, easy management and robust functionality -- without the SMB having to hire more weird IT geeks. No wonder this market is forecast to grow six-fold by 2020 to $241 billion, according to Contactual officials.
Read more here.
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Contactual has done you a favor.
You want to get the right contact center for your business. Not a “good enough” one, but the right one. To do that you need to ask the right questions when evaluating your options. To do that, you need to know what the right questions are.
That’s where Contactual has done you a favor. Here are five questions you need to ask yourself before you start signing checks for a call center:
What is the primary purpose of this call center? Order desk? IT helpdesk? Telesales? It matters, because it matters which application would best fit your business process units? Does your application require complex queues and/or interactive voice response (IVR) scripts? Or, if you are in regulated industries like healthcare or finance, call recording is required legally.
What issues prompted the need to evaluate your call center now? In other words, are you at this point because your internal PBX system is frequently failing, causing dropped calls, lost sales opportunities, and irritated customers? Or are you just tired of maintaining an outdated, outmoded call center system?
Read more here.
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In a recent white paper from software licensing leader Flexera Software, entitled “Software Licensing and Customer Satisfaction New Strategies for Enhancing Customer Relationships and Revenues with Entitlement and Compliance Management,” officials from Flexera Software address the issue of software licensing and Entitlement and Compliance Management, or ECM.
While there is far too much good stuff in the paper to adequately summarize here, the major points are outlined below.
It’s fairly ironic, isn’t it, that software companies selling products to help users establish and maintain strong relationships with their customers generally do such a poor job with customer relationships themselves? Silos of duplicate information, non-integrated processes and other sins abound among such vendors – the old “children of shoemakers don’t have shoes” syndrome.
The paper contends that traditional licensing practices simply don’t work anymore. Traditional software licensing models are plagued by inflexible systems and rigid internal processes that keep publishers from offering more practical pricing and packaging options and all the M&A action inevitably resulting in “disjointed processes, lack of clarity and a poor customer experience.”
Read more here.
