|By RealWire News Distribution||
|March 27, 2014 09:10 PM EDT||
Customers expect to be able to choose how they communicate with contact centres now and are even switching between channels such as phone, email, text message, chat and social media to discuss a single requirement.
Service advisors therefore need systems that allow them to see a customer's messages across all these channels in one place, along with that person's profile and history, in order to efficiently meet their requirements. The response has to be quick and informed, so that the customer feels listened to and doesn't have to repeat themselves - because they are much more likely than ever before to go elsewhere if they feel let down by their supplier.
But providing a high level of customer service has to be balanced with the cost to the business.
So thought should be taken about how the customer service advisor should respond to multichannel communications. For example, did you know that, perhaps surprisingly, a phone call is usually the most cost-effective way to reply? Email conversations can be time-consuming and open to misinterpretation; tweets may become difficult in a public environment; it can be tricky to verify the identity of a web chat caller; text messages need to be linked to the Customer Relationship Management System…
A phone call is a quick way to respond and it's easier to get to the main issue fast and deal with it.
But this brings another vital issue to address: Is your operation equipped properly to handle these contacts?
The customer service advisor might be equipped with an intuitive system that shows them the full customer history across all channels but if they are too busy to respond and queues are building then the contact centre will still be failing in its aims.
Rostrvm's research has shown that even in contact centres that regard themselves as primarily inbound, 40% of all contacts are actually outbound - such as when returning calls and responding to emails. So a way to get round this is to have an outbound dialler fielding calls. This will ensure that vital customer promises, such as the agreement to call back, aren't forgotten or don't take too long to be done. Callbacks can either be set up automatically by OutBound's redial rules or by the agents in the contact centre during an inbound or outbound call.
Having an effective, compliant dialler will prevent customers having to contact the centre to follow things up.
With precision dialling technology requests for contact such as emails, tweets and chats can be fed into the dialler to deliver a fast, personal response to customers. SMS (text message, web, social and email contact can be blended with OutBound dialling campaigns.
Once the right system is set up, the contact centre will work more seamlessly and customers will be likely to stay around to appreciate the improvement.
You can read more in our opinion article here.
For further information please contact Rostrvm Solutions on 0800 6122 192 or visit www.rostrvm.com
About Rostrvm Solutions
Rostrvm Solutions is a leading provider of contact centre software applications that make call centres and contact centres work efficiently and effectively. Based in Woking, Surrey it was established in 1986, and was previously a division of royalblue, the financial trading applications company. Rostrvm Solutions is now privately owned.
The company has built a solid reputation as a leading software developer of a suite of applications that help organisations to achieve and exceed business objectives whilst delivering personalised customer service.
The rostrvm call centre application is established across a broad spectrum of industry sectors with customers including Aviva, Canterbury City Council, EDF Energy, London Borough of Wandsworth, Nottinghamshire County Council, Insurance Dialogue Limited, Asia Risk Technologies and Aquira.
Connected devices and the Internet of Things are getting significant momentum in 2014. In his session at Internet of @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, examined three key elements that together will drive mass adoption of the IoT before the end of 2015. The first element is the recent advent of robust open source protocols (like AllJoyn and WebRTC) that facilitate M2M communication. The second is broad availability of flexible, cost-effective ...
Nov. 26, 2014 11:45 PM EST Reads: 1,082
How do APIs and IoT relate? The answer is not as simple as merely adding an API on top of a dumb device, but rather about understanding the architectural patterns for implementing an IoT fabric. There are typically two or three trends: Exposing the device to a management framework Exposing that management framework to a business centric logic Exposing that business layer and data to end users. This last trend is the IoT stack, which involves a new shift in the separation of what stuff happe...
Nov. 26, 2014 11:30 PM EST Reads: 975
The Internet of Things will put IT to its ultimate test by creating infinite new opportunities to digitize products and services, generate and analyze new data to improve customer satisfaction, and discover new ways to gain a competitive advantage across nearly every industry. In order to help corporate business units to capitalize on the rapidly evolving IoT opportunities, IT must stand up to a new set of challenges. In his session at @ThingsExpo, Jeff Kaplan, Managing Director of THINKstrateg...
Nov. 26, 2014 09:00 PM EST Reads: 1,029
We are reaching the end of the beginning with WebRTC, and real systems using this technology have begun to appear. One challenge that faces every WebRTC deployment (in some form or another) is identity management. For example, if you have an existing service – possibly built on a variety of different PaaS/SaaS offerings – and you want to add real-time communications you are faced with a challenge relating to user management, authentication, authorization, and validation. Service providers will w...
Nov. 26, 2014 07:00 PM EST Reads: 1,014
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water,...
Nov. 26, 2014 06:00 PM EST Reads: 1,029
"Matrix is an ambitious open standard and implementation that's set up to break down the fragmentation problems that exist in IP messaging and VoIP communication," explained John Woolf, Technical Evangelist at Matrix, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Nov. 26, 2014 05:45 PM EST Reads: 965
Want to enable self-service provisioning of application environments in minutes that mirror production? Can you automatically provide rich data with code-level detail back to the developers when issues occur in production? In his session at DevOps Summit, David Tesar, Microsoft Technical Evangelist on Microsoft Azure and DevOps, will discuss how to accomplish this and more utilizing technologies such as Microsoft Azure, Visual Studio online, and Application Insights in this demo-heavy session.
Nov. 26, 2014 04:45 PM EST Reads: 704
When an enterprise builds a hybrid IaaS cloud connecting its data center to one or more public clouds, security is often a major topic along with the other challenges involved. Security is closely intertwined with the networking choices made for the hybrid cloud. Traditional networking approaches for building a hybrid cloud try to kludge together the enterprise infrastructure with the public cloud. Consequently this approach requires risky, deep "surgery" including changes to firewalls, subnets...
Nov. 26, 2014 04:45 PM EST Reads: 690
DevOps is all about agility. However, you don't want to be on a high-speed bus to nowhere. The right DevOps approach controls velocity with a tight feedback loop that not only consists of operational data but also incorporates business context. With a business context in the decision making, the right business priorities are incorporated, which results in a higher value creation. In his session at DevOps Summit, Todd Rader, Solutions Architect at AppDynamics, discussed key monitoring techniques...
Nov. 26, 2014 04:45 PM EST Reads: 707
The Internet of Things will greatly expand the opportunities for data collection and new business models driven off of that data. In her session at @ThingsExpo, Esmeralda Swartz, CMO of MetraTech, discussed how for this to be effective you not only need to have infrastructure and operational models capable of utilizing this new phenomenon, but increasingly service providers will need to convince a skeptical public to participate. Get ready to show them the money!
Nov. 26, 2014 04:00 PM EST Reads: 1,068
One of the biggest challenges when developing connected devices is identifying user value and delivering it through successful user experiences. In his session at Internet of @ThingsExpo, Mike Kuniavsky, Principal Scientist, Innovation Services at PARC, described an IoT-specific approach to user experience design that combines approaches from interaction design, industrial design and service design to create experiences that go beyond simple connected gadgets to create lasting, multi-device exp...
Nov. 26, 2014 03:45 PM EST Reads: 1,023
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at @ThingsExpo, Robin Raymond, Chief Architect...
Nov. 26, 2014 02:00 PM EST Reads: 1,493
High-performing enterprise Software Quality Assurance (SQA) teams validate systems that are ready for use - getting most actively involved as components integrate and form complete systems. These teams catch and report on defects, making sure the customer gets the best software possible. SQA teams have leveraged automation and virtualization to execute more thorough testing in less time - bringing Dev and Ops together, ensuring production readiness. Does the emergence of DevOps mean the end of E...
Nov. 25, 2014 11:30 PM EST Reads: 1,159
The Internet of Things is tied together with a thin strand that is known as time. Coincidentally, at the core of nearly all data analytics is a timestamp. When working with time series data there are a few core principles that everyone should consider, especially across datasets where time is the common boundary. In his session at Internet of @ThingsExpo, Jim Scott, Director of Enterprise Strategy & Architecture at MapR Technologies, discussed single-value, geo-spatial, and log time series dat...
Nov. 25, 2014 09:30 PM EST Reads: 1,299
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using ...
Nov. 25, 2014 09:30 PM EST Reads: 1,244