Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 87% of customers say brands need to put more effort into providing a seamless experience across all channels. In order for businesses to remain competitive, reduce customer churn, and drive sales, contact centers must optimize their cross-channel experiences. Continue reading
Author Archives: Nicolina Savelli
Historically, great customer service depended on one thing: people. Call center agents acted as the main liaison for delivering a positive or negative customer experience. But in our world of multi-channel communications, the need for speed has changed the game. According to Forrester, 73% of people say that valuing their time is the most important thing a company can do to provide them with good service, which is why hold times present a major challenge for the customer service industry. If your business offers support, then you know how demanding customers can be, and how important reducing wait times are to overall satisfaction levels.
To understand how companies are handling hold times, Fonolo launched the website onholdwith.com, which tracks complaints on Twitter from people waiting on hold. We found that these companies had the highest mention of hold time complaints on Twitter. Recently, Fonolo’s CEO, Shai Berger had the chance to speak with ABC News: 7on Your Side with Michael Finney to discuss how this social media uprising can lend a hand to eliminating hold time for good. See the full clip below:
So, your customer base is constantly growing but your call center is at max capacity. You’re now looking for an affordable solution to begin ramping up customer support. Your next logical step is to contract a third party provider, otherwise known as a BPO (Business Process Outsourcing). BPOs can provide tremendous benefits to your business, such as cost savings, and better quality and efficiency. But don’t get too ahead of yourself. Although this option could be the answer to all your problems, it could also be the biggest headache you’ve ever had, if not researched properly. It’s important to note that not every BPO is created equally, and there are certain factors to keep in mind when picking the right one for your business.
We look at 5 tips to help you through the process of choosing a BPO:
Are you having a rocky relationship with your contact center? Maybe you’ve been a victim of long hold times, poor customer service, or having to repeat an issue over and over to different agents. At first, like many relationships, both sides are willing to work hard and even overlook some of the red flags. But over time, once loyalty has developed, its possible that things might get a little too comfortable, taking for granted how hard it was to earn your admiration in the first place. With better communications, it’s possible for your relationship to mend, but if interactions stay the same or get worse, it might be time to cut ties and find a new call center to love.
How do you know if your call center is worth loving? Here are 3 areas to consider: Continue reading →
To automate or not to automate? That is the question many Business Process Outsourcers (BPOs) are asking today. The global BPO sector is under tremendous pressure with the rise of technology-led automated services such as AI, machine learning, and RPA (robotic process automation). According to The World Economic Forum, these advancements could impact more than 5 million jobs by 2020. So, what does this mean for the BPO industry and the agents currently driving its operations?
Forward-thinking CIOs know that agents are the backbone of their organizations and, although converting to automation is a top-priority for improving the customer experience, the need for human capital still remains. Therefore, BPOs must be strategic about executing these new systems.
Look around your call center; Do your agents seem tired, frustrated or fed up at work? A number of factors can lead to agent burnout and a disengaged workforce. One of the major reasons was brought to light in a national news publication. Vanessa Lu, a reporter for the Toronto Star, recently wrote an article about “customer rage” and the effect it has on call center agents. The piece stirred up a lot of emotions in the contact center community, and had people wondering how to prevent abuse, and how to handle it when it does happen.
That’s why we decided to partner with the Greater Toronto Area Contact Centre Association (GTACC) – a local organization bringing together the call center community – to look for answers. Continue reading →
Which social channels do you turn to for customer support? Twitter? Facebook? Maybe even a direct message on Instagram? Over the years, social media has taken a minimalist approach to B2C support. But despite its architecture, social media remains a hot spot for customer service. In recent years, Twitter has undoubtedly become a key player; 80% of customer service requests on social media happen here, and the cost per resolution is 1/6th that of resolving through a call center. Additionally, Bain & Company found that when companies use social media to actively engage customers on service-related issues, those customers will spend 20% to 40% more on average with that company.
As other social platforms catch up to the customer service game, time is of the essence to perfect your social support strategy.
Here are 5 things to keep in mind when handling customer support on social media: Continue reading →
Is your business stuck in the past? Too comfortable or resistant to change? For many leading brands, reinventing or pivoting is a natural part of growth and development, but for others it’s an ongoing battle. The common reaction of, “Oh no, we can’t do that, what if our customers don’t like it?” stems from not understanding your customers’ needs and wants. A strong brand not only recognizes what matters to their customers, but also understands how to deliver it. That’s the motivation for our newest vlog series, #GetToKnowYourCustomersDay. We want you to see your customers on a personal level, their likes, dislikes, and how they interact with your brand.
We’ve narrowed down a few industries that have great potential for development: finance, travel, healthcare, and retail. Each episode will feature a diverse selection of customers being asked some tough questions: How do you see this industry today? What’s missing? What is a standard interaction like? What do you want out of your experience? Continue reading →
As consumers become more empowered, organizations need to think about what it truly means to be “customer centric”. The best brands are the ones that have complete control over the entire customer experience. These are the companies that understand the nuances of the marketplace and know how to tailor service accordingly.
Since customer expectations are changing just as rapidly as the advances in technology, enhancing the customer experience is an ongoing goal for most companies. Dimension Data found that over 82% of companies recognize the customer experience as a competitive differentiator, and 77.5% recognize it as the most important strategic performance measure. To stay competitive in the year ahead, it’s essential that you understand the most important trends.
Here are 10 leading customer experience trends for 2017. Continue reading →
Is your call center feeling sluggish or slipping on important metrics? For instance, the global metric for call wrap-up time is six minutes. Do you find things are just taking longer than expected? Or not getting done at all? It’s possible that there are pesky time wasters living in the call center, quietly dragging operations down. These issues usually don’t happen overnight, they exist for months, if not years without making a sound, and suddenly things are moving at a snail’s pace. So, what’s plaguing your call center’s productivity and what can be done to eliminate them? We explore common trends that limit efficiency and their corresponding resolutions…