Voice of the Customer ( VoC)

In order to determine the pulse of customers, we need to have standard customer survey mechanism in place for effective customer loyalty paradigm.

Gone are those days, people used paper as a medium to understand the value of their products or services for an continuous business improvement programme.

Voice of the Customer ( VoC ) is essential in ever-changing technology landscape which articulates Customer Loyalty, Customer Satisfaction, Customer Experience, Net Promoter Score. etc. Most of the enterprises have developed their own survey system to capture the performance of agents and customer interactions via IVR, Email, Chat, SMS and other media types.

The system should be promptly integrated with customer data to provide ad-hoc reports for contact center supervisor and business level users to make changes within their contact center environment such as scheduling shifts based on survey, targeted training for agents, preparing coaching plan, avoid discrepancies between agents/supervisor.

According to recent survey, more than 68% of organizations are utilizing survey solution which is tightly coupled with Contact Center Platform to stay competitive edge in the market. Some of the key parameters of VoC:

• Enhanced Customer Service
• Improved Services Strategy
• Determine Customer Insight
• Customer Retention
• Increased Revenue
• Brand Awareness
• More Sales

Voice of the Customer ( VoC) %= Customer Loyalty + Customer Satisfaction Score

Join Global Webinar on 1st June 2016: HOW TO ENABLE #CCTR VISIBILITY USING POINTEL DYNAMIC CONTACT CENTER MANAGER!

Thinking of #CCTR strategies to start your financial year strong?

Today’s fast moving, highly competitive contact centers are placed with unprecedented changes in contact center operations and agent skill changes to meet service level agreements. Taking advantage of Omnichannel workforce to meet expectations of both customers and agents; need value enabler to orchestrate configuration management Data. Why?

In this webinar, Pointel Solutions will share their customer success stories that has been gained over many years working with leading global brands on contact center change management initiatives that focused in improving overall operational management.

We will explore the essential elements of change management and how change behaviour can significantly affect the contact center performance. We will also look at the change history to understand why contact center managers are controlled by business level users for specific operational changes?

You will learn:

• Full breadth and depth of configuration management
• Automate and Schedule the Objects with easy to use business level interface.
• Centralized administration of agent workflow at business user level
• How to capture highly proficient agent skills using Pointel DCCM?

Our Customer say:  “Pointel has enabled our contact center operations to consistently maintain high service levels even during dynamic conditions such as site shutdown due to snowstorm.

Now our proactive analysts and contact center operations team easily and quickly make adjustments as the situation demands” Vice President, Customer Service – Leading Bank in America.”

See our updates on Twitter @Pointel_Inc #Pointelglobalwebinar. Wonderful opportunity for contact center managers and business users to mitigate operational risks.

Don’t miss it!!

Agent Experience IMPROVES Customer Experience

Pointel Blog

Today, contact center businesses know how to deliver greater customer experience. But, the Agent experience in handling customer interactions via multiple channel ( chat, email, social media ) is still a question among the enterprise? 

Using various siloed front office applications such as CRM, Ticket Management, and agent desktop applications is a turmoil for agents to determine the customer journey. 

As we believe, the agent-customer journey is important for contact center businesses to increase sales and collection process for the organization. You would need solid foundation which connects the front/back office applications for continuous business process management. 

Most of the cloud solution providers who doesn’t know how a cumbersome customer service solutions are integrated for agents to actually drive 1-on-1 customer interactions with detailed caller information. 

Choosing a right vendor to handle omnichannel communication will make a huge difference for agent-customer journey. In order to…

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Contact Center Analytics

Workforce Management Market to Grow to $7.7 Billion by 2020

The growth of workforce management (WFM) market to grow at a CAGR or 9.6 percent from 2015 to 2020.

Secured storage management is always been a daunting task for any organization and also articulating the use of right data available for contact center performance is needed. These days contact center managers and supervisors are struggling to achieve SLA’s which determines to be the major benchmark for contact center/call center management.

Do we have right customer engagement and customer behavior statistics to full fill customer needs time to time looking at the data?

As contact center managers/supervisors are looking for workforce optimization tools, this would rather urge them to focus on agent training and customer journey. The workforce Management tools would orchestrate the “true journey management” specific to “data” utilized to improve customer experience.

This will help companies to take up the challenge to improve customer behavior and understand the “voice of the customer” rather than putting customer journey at risk on demand generation alone.

Contact Center Analytics = Data Management + Agent/Customer behavior + WFO tools

360* Contact Center Integration View !!

Understanding the benefits of Contact Center Integration: 

The power of integrating contact center software with core telephony( PBX or ACD), Saas, Paas, Ucaas, in-house applications and also legacy desktop software is a mystery for people in the industry.  Whether we have an API of .NET or Java, API Support of web services, API Compliancy with SOAP or REST Services is not only the factors driving in customer mind to deliver proper integration capability within the customer service.

In this modern enterprise world, most of the developing companies are differentiating themselves with wide variety of contact center functions for greater customer service, whether it is interoperable with existing PBX/ACD Vendors, whether it is proven or not. Most importantly, whether they can leverage existing vendors for return on investment matters a lot. There are many contact center software providers trying to compete in integrating Legacy TDM, PBX and ACD infrastructure for omnichannel customer experience. Whether the following factors meet the organization need is super important:

• Multichannel integration
• Intelligent transfers to agents for faster resolution
• Virtual call center capability

On the other hand, we may be looking to integrate CTI, CRM, unified communications, call recording and other contact center functionalities such as WFM, Quality Management for improved caller experience.The key criterion in contact center software integration is,

• Screen popup and Integration with agent desktop with caller data.
• Ability to maintain data among the callers for CX
• Persistence of having superior customer interaction via multimodal communication.

Key Contact Center Integration = CTI + CRM + UC + ACD/PBX

Contact Center Routing is Simplified !

Today, customer calls are routed through a Contact Center, Branch Office, Outsourcers, Back Office, remote workers or retail shops etc. This shows the impact of routing strategies followed by contact center solution providers in the market.

More than 78% of the customer calls are still queued to answer and 32% of the customers believe their query is somehow resolved through multi-modal communications. Why there is always a difficulty of holding customers in queues? Is it because of siloed architecture and improper contact center routing design?

The routing methods of choosing targets is based on skill targets and network targets. Skilled targets are mapped in groups to address customer queries based on the agent skillsets and translation route is mapped in the gateway level. The routing design should be capable of integrating different media types such as email, chat and other web-enabled applications to resolve customer queries within the stipulated SLA of customer service department. Whether the escalation of contacts is answered in specified time? If not, is it because of agent skill set and turnaround time of supervisor to assign the queues to desired agents?

Normally, Routing is based on agent skills, Max.hold time of customer and idle time of agents, average speed of answer in queue, Min. agents, prioritized calls ,DNIS, ANI, via IVR, Time of day/month/year etc. Thus, there are complex ways to assign the skills to set of agents and rollback the configuration changes when needed during high peak volume etc.

In a typical contact center, the system should be determined with detailed call flow from one queue to another to accommodate the call volumes. Then, test the routing logic based on caller data and other parameters. During IVR self-service, the dropped or hang up user event is notified and calls are triggered accordingly.

Workforce management plays a vital role in routing design as it decides the agent shifts and routes the customer calls. Routing allows transition from one type of interaction to another within a single routing logic.

Contact center routing is not always difficult rather it made complex due to inadequate contact center training and performance measure undertaken at the system administration level. The business level users should have a framework or system to immediately rollback high-performance individuals or agent groups to reduce the call queues and resolve the customer queries for enhanced customer service.

Contact Center Routing = Agent Skills + Proper Routing Design + Adequate Training + Workforce Management

Connectivity Vs Longevity

THERE IS NO END FOR DATA COLLECTION

We are entering into Zettabyte Counts as too many data is accumulated across the globe.

Connectivity & Longevity is the major enterprise-wide terminology which deals with bandwidth for data transmission, network control and access to applications anywhere, anytime.

The increase of video content has raised to 60% of global IP Traffic and it’s soon likely to exceed 70% in another two to three years. As far as data storage is concerned, as more and more (OTT) applications are utilized we are dealing with huge bandwidth issues and disimprovement in customer mind. Are we on track?

Connectivity leads us to deployment of applications over the internet for greater business performance, greater agility, improved customer satisfaction and direct cost savings.

Machine to Machine market segment is gradually improving its space towards digital transformation and manufacturing innovative systems which are interconnected with global IP systems in the market. Ex. Healthcare ( Kiosk Machine for Patient Management System )

Globally, Consumers are daunting towards all forms of videos such as TV, Video on Demand, P2P Networking technology and access to various snapchat applications. The global IP traffic in retail industry is expected to grow high as consumers are manipulated to e-commerce portals.

SIP Trunking is still a big name for SMB’s

Yes, we all understand the importance of SIP Trunking for Enterprise-level organization, as majority of them moved to SIP of streaming media services for both telephony and unified communications.

SMB’s are still holding their nerves with TDM environment in adding other media types into their core ICT environment. Looking at the growth of SIP Trunking and benefits of programming complex media streams based on SIP by which ISPs deliver telephone and UC solutions to customers adding SIP-IP PBX and other media stream such as Voice/Video, media sharing applications desktop sharing, web conferencing etc.. over PSTN/PLMN Networks.

SIP Trunking offers VOIP solution to public and private domain to meet organization value towards customer experience. Likewise, Public domain is a VOIP solution for customer’s home that takes advantage of telephony and UC communications. Private domain is a complete access solution to the PSTN/PLMN property and responsibility for ITSP that provides phone service.

Public Domain and Private Domain networks is interconnected using so-called ” SIP Trunk” via IP ( Internet Protocol ) with certain rules and regulations. As said, ITSP is the prime responsible who should follow the law obligations of the public domain. Some of KPI’s such as tracking traffic, identification of users, implementation of lawful interceptions.

In order to achieve SIP trunking, the ITSP, the SMB’s or a third-party should get obliged to set of rules and regulations to give voice and UC communication to the company. The architecture for public and private domain is framed depending on the security and medium to separate both the domains at times to avail SIP trunking benefits.

SMB’s should have legal counsel and technology department to closely with fellow PSTN/PLMN and ITSP to follow the set of lawful interceptions for unified communications which will grow 30% by the end of this year.

Are you using Omnichannel Environment?

Well, the growing use of multi-channel platform in contact center industry has led to issues in integrating with silo organization because of poor integration with back-office systems which is aligned to customer satisfaction.

Looking from a customer perspective, contact center industry is matured but not for a customer who is eagerly waiting to substantiate with which channel medium is far better to purchase a product from a ecommerce portal or mobile application.

In this crazy-living world, most of the people depend on technology to purchase a product, food or booking movie tickets sitting at office or home. An organization focused in distributed architecture and meaningful integration towards customer knowledge would probably deal with customer retention and loyalty.

Create a key performance indicators ( KPI) process which will highlight the pain points of the customer in multiple touchpoints and their needs on timely basis. People will not tolerate the biased communication challenges during their purchase or support time. The motive of any platform provider is to have metrics that shall enlighten the customer journey and adapt to technologies to improve customer churn rate.

Customer Journey is a key paradigm for platform providers to implement omnichannel customer service.