Tag - Contact Centre

Mitel launches MiCloud Engage Contact Centre

Mitel is is giving businesses more ways to provide intelligent customer experiences through the introduction of MiCloud Engage Contact Centre – an over-the-top CCaaS solution.

We are pleased to announce that Mitel has launched a new contact-centre-as-a-service platform – MiCloud Engage. Designed to enable exceptional customer experiences anywhere anytime – MiCloud Engage is the highly secure, true multi-tenant, and instantly scalable multi-channel CCaaS platform.

Described as entirely over-the-top with no software or equipment to deploy, MiCloud Engage is available as a stand-alone offering. It works with any call control platform and integrates with a wide range of third-party CRM applications. The solution powers omnichannel communications enabling businesses to deliver a seamless experience across all touchpoints including voice, web chat, SMS and email channels, and social media. MiCloud Engage combines innovative technologies with deep analytics and real-time reporting, allowing users to make data-powered decisions across every part of their business. The solution also supports remote workers, including a fully-virtualised workforce, and is easy to administer. Rapid scalability gives seasonal businesses the option of scaling up or down simply and quickly to accommodate demand.

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5 Contact Centre Trends You Need To Know

Changes in customer behaviour and emerging technologies are reshaping the customer experience. Are you keeping up?

The face of the contact centre has changed dramatically over the past few years and continues to change at an exciting and rapid pace. This is the result of new technologies, ever-changing customer behaviours and a fundamental shift from focusing on traditional customer satisfaction measures to creating a customer experience.

How do you keep pace with your customers while creating quality customer experiences? With contact centre technology. 

The following five contact centre trends — which span emerging technologies, changing customer behaviours and customer experiences — are must-knows to help you stay competitive.

  1. Contact centres are shifting from cost centres to revenue generators.

Contact centres have historically been treated as cost centres. The company’s profit margins financed the contact centre—which might have only indirectly contributed to profits.

However, as contact centre concept has evolved and matured, we’ve realized that contact centres are more responsible for generating revenue than we ever knew. For example, an inbound customer support team does not directly drive company profits. But if that team delivers poor customer service experiences, the resulting negative social media and bad press could lead to a significant decline in sales.

To realize their contact centre as a revenue generator as opposed to a cost centre, businesses must ensure their operations are cost effective—that queues and trunks are well-occupied, that they have the right number of agents answering calls and that calls are being handled efficiently. Businesses also need to verify the performance of their telecom systems, who agents are speaking with and whether money is being well spent. With the right contact centre tools, businesses can do just that.

Accurate forecasting, scheduling and reporting tools ensure resources are effectively deployed at all times. Real-time alarms inform supervisors of performance issues and inefficiencies so they can act immediately to maintain service levels and control costs. With the right reporting metrics, contact centre supervisors can easily compare Key Performance Indicators (KPIs) like average handle time, service level or cost per call. Then, they can analyse these KPIs in the context of new sales, customer retention and customer satisfaction. These measures can prove how a contact centre can be a profit centre.

  1. A new generation of customers is changing the way enterprises do business.

Generation Y-ers, also known as the Millennials, were the first to grow up with computers in their homes, and they are by far the most tech-savvy generation yet. Within the next 10 years, Millennials will represent the majority of the workforce.

This generation is success-driven, goal-oriented, determined, confident and highly technology dependent. These are all exciting qualities, but they also make this generation highly demanding as consumers. They expect quality service, they expect it now, and they like things short and sweet because they’re excellent at multitasking.

This has led to a fundamental shift in the way enterprises do business—rather than nurturing long-term brand loyalty, they need to be able to serve the desire for instant gratification.

So, how can businesses better serve Millennials?

  • Provide robust information. Millennials are not afraid to do their research, and they know where to find the answers they need. As a result, information needs to be readily available to them, easy to find and highly educational or entertaining.
  • Be available. Millennials are online day and night, and in this 24/7 world, they expect businesses to be the same. They want to be able to access your business when they want to—and through the channel of their choosing.
  • Be social. Millennials are not afraid to share the things they like (or dislike). They live on social media, and will reach you through social media platforms. Be present and be part of their conversations.
  1. Contact centres are updating and enhancing outbound technology and resources for maximum productivity.

The contact centre industry has always been focused on handling incoming calls and contacts. And historically, contact centre solutions were designed to channel, monitor and improve the performance of agents as they dealt with increasing inbound volumes.

With the growth of contact centres has come the rise of the outbound contact centre. Previously, inbound and outbound contact centres served two unique customer bases. Inbound contact centres managed incoming sales and support inquiries, whereas outbound contact centres were typically limited to collections and telemarketing. However, as contact centre solutions became more robust and feature-rich, businesses saw the value of the blended contact centre.

In the blended contact centre, agents can both make and receive calls and multimedia contacts by combining Automatic Call Distribution (ACD) for incoming calls with predictive dialling for outbound calls. This optimizes agent productivity by ensuring that agents do not sit idle between calls. Increasingly, inbound agents are being used to notify customers of changes to their accounts, payments due or appointment reminders. Customers can choose to receive these notifications by voice telephone calls, SMS text or email, which results in a reduction of inbound call volume, a boost in customer satisfaction, and ultimately, lower operating costs.

  1. Businesses are benefiting from the efficiencies of unified call centre software suites.

In the past, contact centre solution providers have focused on one core solution—whether it was ACD, outbound dialling, multimedia handling or workforce management and optimization.

However, over time, the demand for unified suites has grown, and software vendors have responded to that demand. This optimizes efficiencies at all levels, from the contact centre agent to the IT administrator.

With a suite, agents can take advantage of a unified desktop experience for all key contact centre applications. Supervisors benefit from a unified reporting interface for all mediums and contact centre tools, from agent KPIs, to outbound campaigns, to IVR call flow use, to inbound and outbound multimedia contacts. With a unified suite of contact centre solutions, businesses use one vendor instead of many and can lower their total cost of ownership (TCO) while maximizing their return on investment.

  1. Businesses are adopting cloud-based contact centres to lower TCO and increase ROI.

A 2012 survey revealed that 34 percent of businesses were using cloud-based contact centre software.* This number is on the rise, with an additional 28 percent indicating they had plans to deploy a cloud-based contact centre solution. This means that by the end of 2013, six out of 10 contact centres will be based in the cloud. Because of their lower upfront costs and easy scalability, cloud based contact centres are ideally suited for “pop-up” or seasonal contact centres—for example, a contact centre that is designed to handle inquiries during tax season.

Cloud-based contact centres have seen dramatic growth in recent years because they are flexible, affordable, dynamic and efficient. With a cloud-based contact centre, businesses gain the flexibility to quickly deploy key contact centre applications and provision adds, changes and removals to key devices programmed on the system, often without ever having to have an IT administrator or installer on site. Cloud contact centre applications are also highly affordable, because a large capital investment is not required for initial IT and telecom infrastructure. This lowers the TCO of a contact centre solution and ultimately provides a much more rapid return on investment ROI.

Cloud-based contact centres are also dynamic—giving users the ability to quickly scale up or down in size to tailor to their ever-changing business needs. Finally, cloud contact centres are highly efficient, as businesses only pay for the services they use. This is another key factor in lowering TCO and maximizing ROI.

But a 100-percent cloud-based contact centre isn’t always the best option for businesses. You need to consider:

  • How much money will actually be saved with a cloud-based solution
  • How complicated your hardware and software infrastructure is
  • Legal issues related to software licensing
  • Your organization’s comfort level with storing secure data in the cloud

Depending on these considerations, you may decide that an on-premises or hybrid solution is the best fit for your business.

For many of today’s businesses, a move to the cloud is just a matter of time. Choosing a phased approach with an early focus on your phone system is a smart choice, and tapping the expertise of a cloud phone service provider can make it an even smarter one.

Follow the Trends to Success

These are just a few of the most popular trends in customer experience and contact centre operations right now, but by leveraging even a few of the trends highlighted in this paper, your business can: minimize operating costs and increase revenues; simplify contact centre administration, configuration and management; and drive enhanced, quality customer experiences.

The business world is aggressive and rapidly changing and customers are constantly expecting more. What are you going to do to keep your customers happy, you’re your competition and grow your business?

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The Role of Machine-to-People Interactions in Transforming Customer Experience

New research from Mitel uncovers that a vast majority of IT decision-makers see machine-to-people interactions as critical step in delivering exceptional customer service.

80% of UK IT decision makers think machine-to-people interactions will have a positive impact on customer experience. More than 75% have a projected timeline to allow machines to interact with their customers  in two years or less. A further 40% believe improving customer experience will increase their revenue.

Customer experience is an active, strategic discussion across industries as organisations look to leverage new technologies associated with the Internet of Things, Artificial Intelligence, and machine learning,” said Gary Gould, Marketing Director UKI, Mitel.

Giving machines a voice in machine-to-people interactions can be a powerful differentiator as the relationship between businesses and consumers shifts from transactional to more experiential, and customer experience becomes just as important as the product or service a company provides.”

Yet companies in the UK are behind other nations in embracing technology to provide exceptional customer service. 56% of UK respondents reported having made over 50% progress in improving customer experience as part of their digital transformation initiatives. Business and IT misalignment were identified as main obstacle to using digital transformation to advance customer experience. Legacy infrastructure and systems were named as the second most common barrier demonstrating the need to modernise existing infrastructure.

Every day, new types of digital communication are being launched – from social networks to bots to augmented reality – and consumers are adopting them in their daily lives. The days when a great customer experience was based solely on face-to-face or voice-to-voice interactions are long gone,” said Kate Jalie, Partner, Opinium Research. “Now, exceptional customer service is multi-channel, bringing together voice, video, mobile and online in a seamless and highly personalised experience. Businesses that successfully implement new technologies for transforming the customer experience today, will be tomorrow’s winners.

You can download the full report here. 

Interested in transforming your customer experience from dated to digital?

For more information about our Mitel Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email info@4sightcomms.com.

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Ebook: Customer Experience for Dummies

Find out how to give your customers a truly personalised experience

The way people communicate with each other has evolved, but what about the way that your business communicates with your customers?

To survive and profit, today’s businesses need to focus on their customers. Businesses need to know and understand the customers they serve, address the methods of communication their customers prefer to use, and evaluate their businesses based on the quality of customer experience they deliver.

Download Customer Experience for Dummies for FREE to begin your customer experience transformation.

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Interested in transforming your customer experience from dated to digital?

4Sight Communications has the latest technology available for delivering an exceptional digital customer experience.Call us today (0)20 3668 0444 or email info@4sightcomms.com.

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Webinar: The New Mobile Consumer is Here – Are you Prepared?

The Mobile Consumer is a Reality

Is Your Business Prepared?

Today’s mobile consumer is vastly different than the consumer of the ‘70s, ‘80s, ‘90s or even 2000s. Your average customer today is

  • Informed – 90% will always check a website before emailing or calling a company (Synthetic)
  • Connected – Over 2 billion people have active social media accounts (wearesocial.net)
  • Mobile – Over 3.6 billion are mobile users and are wanting to use their smart devices to interact with your business (wearesocial.net)

This presents both opportunities and challenges for your business. Satisfying customer experiences build loyalty and can turn your customers into word-of-mouth marketers. On the flip side, it takes seconds for a negative interaction to go viral. When customer engagement can make or break you, it’s more important than ever to adapt quickly and foster intimate customer relationships.

Register to watch this on-demand webinar and learn:

  • How to adapt your existing customer engagement strategies for the mobile consumer
  • Best practices to incorporate into your business so as to differentiate from your competition
  • Examples from other companies that adapted to the new customer demands and as a result, grew its business and customer

Presenters:

Rebecca Wormleighton
Director of Product Marketing
Mitel

Bart Miller
CEO and Founder
Centrinex

Erik K. Linask
Group Editorial Director
TMCnet

Register to Watch Webinar

Interested in transforming your customer experience from dated to digital?

For more information about our Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email info@4sightcomms.com.

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