Tag - Customer Experience

The Ultimate Chat Toolkit to Maximise Your Contact Centre Efficiency

A simple chat box isn’t enough to compete in the contact centres of 2020. The fact is, like any good contact centre system, the effectiveness of a chat solution is often determined by how it works with your existing systems and the functionality it can offer agents to allow them to do their jobs to the highest standard.

Here are five features of the Talkative solution which are designed to maximise your contact centre efficiency, and support your team members to help them vastly improve the service they can provide to your customers.

1. Mitel Contact Centre Integration

The purpose of chat is to make customer service faster and more efficient- that’s why it was invented and its ability to achieve that is why it has become such a popular contact channel. But chat is only one channel out of a whole contact centre system, and for it to work effectively it has to be well integrated and have expertly design functionality which allows agents and supervisors to manage their workflows seamlessly. It’s no good having chat interactions coming through if they are separated from your Mitel Contact Centre for your phone calls and emails.

With Talkative’s integrated chat piece, agents have the ability to swap from calls to chats to emails through a single pane of glass. In addition to that, customer service teams are also making use of more advanced features and functionality to elevate their customer experience and improve their overall efficiency. Chat interactions can be escalated to a voice, video or cobrowse session at the click of a button, securely, and all escalations are logged and recorded in the same place.

2. Customer journey mapping

A great feature to work alongside your chat solution is customer journey mapping. This gives agents an overview of the customer’s website journey during their current session, and the agents can see which pages on your website they have visited and how long they have spent on them. This helps to contextualise your customer services, sales, and general enquiries, and allows your agents to offer more tailored and helpful advice.

Agents can see what web pages the customer has visited during historic sessions too. If the customer is a returning visitor, their previous journeys are stored on the system and can be retrieved quickly and easily.

Customer journey mapping is also great for digital marketing teams, too. Talkative’s solution can be integrated with Google Analytics, and chat interactions can be set up as events. By correlating the customer journey maps with chat events and type of enquiry (which can all be found within the system) you can determine which pages are generating the most chats, highlighting pages which may be confusing to customers. On the other hand, this could also highlight your most effective landing pages for conversions and lead generation.

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3. Real-Time Language translation

One of the key benefits of having live chat as a customer contact channel is its accessibility. Live chat enables instant response and support for customers regardless of their geographic location, completely free of charge. Often, companies can support a 24/7 live chat on their website, through outsourced fulfilment or with their own contact centre shifts.

Of course, many customers may not speak English confidently or as a first language, but their needs as a customer must be met regardless. In the past, customer service teams would hire specialised agents with the ability to speak multiple languages. This is where real-time language translation comes in.

Talkative’s live chat solution offers translation into 21 languages in real-time by leveraging Google Translate. This allows both the customer and the agent to type in their native languages and have a fluid, frictionless conversation without the need for additional 3rd party tools or specialised team members.

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4. Supervisor dashboards

A strong dashboard with key metrics and analytics is vital to understand the effectiveness of your contact centre. With Talkative Engage platform, supervisors are able to see and manage agent workflow from a centralised dashboard. This allows supervisors to view their agent’s activity and queues in real-time, to gain a better understanding of their team’s efficiencies. If Talkative has been integrated with Mitel Ignite, it can also give insight into the teams performance across different channels, such as chat, calls and email.

Account holders and supervisors can view current users, if they are online or not, how long they have been online or offline for, and how many interactions they are dealing with at that moment. They can see the interactions that are active, waiting or recently ended in real time, so they can monitor how agents are doing.

They have data which shows the amounts of interactions, which is split per user, so you can see how many interactions the user has handled in that date, and their feedback rate, it also shows an overall count of interactions, and if they were abandoned, waiting or handled, as well as the feedback rate. For example, which agents have the most positive or negative feedback, which is good to understand for agent training ongoing development.

5. Complete call and chat logs

Managing your interactions is all well and good, but having a complete log of all chats and calls within the system is essential if you want to be compliant. When looking for a chat solution, it’s important to consider how your interactions will be stored, and for how long. With Talkative, chats are stored within the system for 30 days, or longer if you need, and are exportable.

Another benefit of having interactions logs within the system is that agents have access to previous records, fast. When handling a complaint, for example, this means that the agent can easily see the history of the customers’ interactions, which makes it easier for agents to contextualise their complaint and offer a more helpful service.

To find out more about Talkative and how their solutions can benefit your Mitel Contact Centre, speak to your account manager today.


This article was first published by Talkative.


Untapped Potential: How AI Will Disrupt Customer Experience

Untapped Potential: How AI Will Disrupt Customer Experience

Chatbots help us troubleshoot problems with our cable TV box, and algorithms point us to products most likely to fit our interests. Yet, even as artificial intelligence (AI) weaves its way into the fabric of everyday life, a majority of consumers remain skeptical about interacting with the technology. In a survey of U.S. adult Internet users, the Brookings Institute found that 61% say they’re somewhat or very uncomfortable with robots.

Part of the problem is that early iterations – just like any emerging technology – don’t work as smoothly as people expect. Thus, consumers form misconceptions about AI’s true capabilities, believing it can’t do much to improve the customer experience. Instead, they envision a future of impersonal robots of limited help.

There are only a few real-world examples in which AI has been fully mastered and implemented, but the technology has enormous untapped potential and grows in capabilities each month. Though consumers may not realize it yet, artificial intelligence will improve everyday life in many ways, and the area it is poised to disrupt the most is customer experience. In implementing AI, companies will also change the way consumers view robots. What follows are just a few early examples of how AI is starting to transform CX.

Personalize To The Extreme

Companies know personalization has large appeal for customers, but it’s also yesterday’s news. Elements of personalization such as user-specific page layouts or emails are the expectation, not the exception. With AI and machine learning (ML), businesses will be able to deliver extreme personalization—also known as the move from customer segments to the audience of one, says Forbes.

For example, the Royal Bank of Scotland uses AI to transform its customer experience by leveraging data intelligence for new interaction opportunities. When a customer repeatedly overdrafts his or her account, the AI conveys the data to the appropriate bank personnel to contact the customer with financial advice. This flag allows the bank to go above and beyond for its customers by responding to specific product use and behavior in real time.

Automate Customer Experience Processes

AI also has the potential to automate many “behind-the-scenes” processes, including targeted marketing and messaging, according to a report by IBM. For instance, one North American retailer automated marketing campaign workflows to better tailor its content to the right audiences. As a result, the marketing department reduced the time to design and launch emails to one-and-a-half days from four days, enabling faster responses to business needs and boosting email open rates overall.

Likewise, companies can automate sales processes to deliver a richer customer experience. Using CRM data, AI can handle the heavy lifting of analyzing a prospect’s needs at every step in the customer journey. When a salesperson picks up the phone, they’re presented with pertinent information about what the prospect needs at that moment and which of the company’s solutions are the best fit.

Transform Customer Interactions With AI Bots

With AI and machine learning, chatbots will become smarter, more helpful and more personable. In the contact center, these technologies enable a more intelligent customer experience. For example, with natural language processing (NLP) and natural language understanding (NLU), virtual agents learn the context of requests, allowing them to search for and deliver the right answers in real time. In addition, if a bot can’t find the answer, it will bring a live agent into the conversation with detailed notes. The virtual agent then remains as an observer, assisting the human agent by finding and sharing relevant information based on the conversation.

These are just a few of the ways in which AI and machine learning will transform customer experience in the near future. Customer experience is the new battleground, and companies will need to tap into the potential of AI to stay competitive. Consumers may be reluctant to interact with robots today, but exposure to intelligent customer experiences will transform their views of the technology.

This article was first published by Mitel.


5 ways SIP Trunking can benefit your organisation

As the way we communicate becomes more complex – texts, images, video and voice all intertwined – SIP trunking can offer the ideal telecoms solution moving forward. Here are 5 ways SIP Trunking can help your business achieve telephony success:

1. SIP trunking supports business continuity
SIP trunking offers a flexibility that is not available through traditional ISDN. A number of possibilities can affect how resilient your voice and data connections are. Unforeseen circumstances – such as damage to lines, moving offices or being unable to redirect calls, can be damaging to your business. SIP trunking minimises these problems and ensures you can keep working through every eventuality.

2. Number flexibility

SIP trunking supports your business by allowing you to decide which number you want to display on a call-by-call basis. Even if you’re making a significant move in location, or just wanting to grow your business without opening more offices, SIP trunking allows out-of-area geographic number ranges to be used – showing your business as local, despite being physically located elsewhere.

3. SIP trunking saves you money
Why have a separate voice and data connection when you can have both on one line? By discarding any unnecessary ISDN lines, you will be able to save a large amount of money. In addition, SIP trunking can typically save you a further 50% on line rentals and 25% on calls. By utilising the benefits of SIP trunking number flexibility when you’re moving office, you will not need to spend money on changing stationery, advertisements or listings. SIP trunking also allows you to make free calls between connected sites, even internationally.

4. SIP trunking offers greater flexibility
If you’re still using ISDN, the chances are that you are spending money on lines that you may not actually need all year round. SIP trunking gives you complete control of your lines – you can add more when demand is high, reduce them when there is little demand and split calls to make handling more efficient. Being able to make these instant changes puts you in total control of your communications.

5. SIP trunking comes with a contingency plan

Often, things will happen that you just can’t control. Whether that’s a problem in the office, busier peak times than usual or a lack of connection, Gamma’s SIP trunking business continuity feature is designed to handle emergencies with ease. It is able to automatically reroute any calls to back up sites in a number of seconds – so there is no disruption for your customers.

Migrate to SIP with 4Sight

For modern businesses, there is no longer a good reason to continue working with an ISDN-based telecommunications solution. Get in touch today to see how 4Sight can help you move from traditional ISDN to SIP trunks. Call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.


7 steps for creating a successful digital customer experience

The way people communicate with each other has evolved, but what about the way that your business communicates with your customers? Here are 7 steps for creating a successful digital customer experience:

1. Take Responsibility

Who is ultimately responsible for customer engagements: the CEO, sales director, marketing director, customer service director? If this isn’t immediately clear within your business, then your journey to a digital customer experience is already off to a bad start. Once you’ve determined who is responsible, they can begin defining the customer experience strategy. What should this strategy include?

Keep in mind that responsibility goes beyond the “owner” of the customer. It extends to anyone 
that will be affected by the customer experience strategy. Therefore, taking responsibility for the customer experience starts with hiring the right people, enabling those people to take ownership of customer experience issues, empowering staff to solve problems without escalations, finding solutions, and fixing problems quickly. Ultimately, the goal is to understand customers, give them the experiences they want, and keep those experiences consistent across all touch points. This will create loyal customers.

2. Understand the stakeholders
Find out as much as possible about the experiences of your agents and other customer service staff. Most importantly, understand your customers’ preferences:
• What is their preferred way of communicating?
• What are their expectations and needs around operating hours?
• How willing are they to self-serve?
• What emerging technologies are starting to become more important to them?

This treasure trove of information can be put to good use ensuring that optimum customer journeys are aligned to workflows. Involve your IT team at an early stage and outline the value and purpose of your technology solution. Plan for CRM system integration and allow the team to evaluate whether any changes to underlying infrastructure are necessary.

Consider the impact on:

• Architecture: Do you have IT staff on-site to manage premise equipment or does a cloud-based deployment make more sense? Are there multiple sites? Will you need redundant, resilient, or highly available contact center servers?
• Contact centre workers: Do agents and supervisors work only on site or do they have the option to work from home or while they’re on the road?
• Integrations: Are there other business systems that must be integrated with the contact center, such as ERP tools? Are there other ordering, fulfilment, and support tools that can be integrated into the contact centre to streamline business processes?
Finally, give the marketing team the opportunity to influence how brand perception can be improved.

3. Automate common inquires with self-service capabilities

With modern digital customer experience tools, self-service is no longer restricted to voice interactions. Analyse frequently asked questions, simple agent transactions (whether through voice, web chat, SMS, etc.), and customer survey responses to decide which processes are the most suitable for automation. Use digital workflow routing capabilities to provide self-service to customers through email auto-acknowledgements, automated web chat responses, and even inbound and outbound SMS inquiries.

Self-service options offer a significant opportunity to improve the customer experience and reduce costs. They have a critical role to play in your digital customer experience. But, take nothing for granted. There are plenty of examples of organisations that fail to empathize sufficiently with customer frustrations around automation. These organizations then establish self-service options that don’t meet customer expectations.

4. Prepare for the full scope of digital channels

Whether it’s social, web chat, email, or SMS, all channels represent some level of importance to your customers. If you aren’t ready to apply the full scope of options, identify which channels are most important to your business based on your target demographic and the nature of your customer relationships, and leverage a modular approach that lets you scale up and out over time, and plug in specific capabilities where applicable.

Mobile apps are the fastest growing digital channel today. Make sure you’re in a position to take advantage of this channel and other trends when the time is right, without having to re-engineer your entire infrastructure.

5. Empower your agents
Deploy state-of-the-art tools that enable employees to work efficiently and flexibly:

-Select the right phone solution for seamless integration with remote agents, CRM, chat/ presence engines, and other business processes
-Define unified communications capabilities to ensure customer queries can be resolved first time by empowering agents to instantly locate, message or conference-in subject matter experts to obtain immediate answers
-Provide special service levels for VIP customers by profiling, identifying, and prioritising them through skills-based or preferred agent routing
-Offer call-back services and self-service options to smooth out peaks and extend availability
-Implement mobile solutions to allow agents and supervisors to work from anywhere at any time
-Use analytics and reporting to enable root cause analysis and improve future processes
-Consider work force management solutions to help predict call volumes and optimize resourcing
-Include call recording to meet regulatory compliance and for training purposes

6. Run a tight ship

Build a modern and reliable customer service environment that integrates traditional ACD with sophisticated voice and digital workflow processes and multiple customer contact points. Ensure business continuity with robust and highly resilient communications solutions designed to provide seamless and uninterrupted service, and no loss of reporting or real-time capabilities during hardware failure or network outages. Most importantly, wherever possible, leverage virtual networking and process options to reduce hardware and operations costs.

7. Apply effective management and reporting metrics
Maintain constant business and operational visibility over the customer experience you provide by leveraging feature-rich, real-time management and reporting tools.

Integrate management capabilities, such as quality monitoring, call recording, outbound dialing, and campaign management.

Ensure you can “join the dots” at the management and agent level by combining the power of multiple management applications. For example, potential spikes in demand can be predicted via global social media monitoring and addressed immediately through agent workforce scheduling.

Similarly, reporting and call recording can provide insights on scheduling, agent metrics, and campaign performance.

Mitel Contact Centre Solutions

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.


What Is Good Customer Service? Here’s what your customers expect

In today’s technology-driven world of smartphones, tablets and WiFi, consumers have become increasingly mobile, relying on digital communications such as email, text messaging, Web chat, and social media in order to interact with your business.

If your business can’t communicate with customers beyond voice, you may be in trouble. Customers have come to expect the convenience of choosing the method of contact that makes the most sense for them at any given time – and providing a consistent, positive experience across all channels has evolved from a unique, “nice to have” capability to a necessity. And if you can’t provide this flexibility, you may be frustrating or even losing customers.

Luckily, transforming your customer experience for the digital age is simpler than you think. All it takes is an understanding of how your customers expect to interact and the right technology powering your connections.

In less than two minutes, see how the customer experience has evolved – from your customers’ perspective:

Mitel Contact Centre Solutions

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.


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.