We must get to know the user in depth so we can save them time and frustration during the process, especially if the result isn’t quite what they had expected. The aim: a quick and efficient response, this will help us obtain the most rewarding prize: client satisfaction.
1) More channels but fewer discrepancies. For the first time ever, according to a recent Forrester survey, website self-service has surpassed the telephone as the most popular communication channel for customer service. The consultancy predicts that in 2015 consumers will increase their website and mobile device demands, and there will be new communication channels to consider such as shared screen video chat.
2) Increase of proactive engagement. Companies need to improve their commitment and anticipate what, where, when and how they will be able to solve their client’s demands. Therefore, once again, technology and processes come together so companies can provide their clients with a pleasant experience that at the same time will help to predict their future behaviour.
3) A well-balanced involvement of automated systems and live agents, especially when involving easy to resolve, non-important questions. Companies can now diagnose and correct small problems with little human interaction. This preventative service is a win-win situation as it solves the problem quickly and cheaply while offering personalized service and better planning, and predicting the client’s future needs.
4) Cognitive commitment means more knowledge. Organizations are now beginning to use “cognitive commitment solutions”. These involve interactive computer systems that use artificial intelligence to collect information and automatically build comprehension models for natural communication.
5) Predictive analysis. It aims to offer a service that is adapted to the client’s profile, to historical data from past interaction and transactions, and to present data such as geographic location, device and browser. It can be very useful when connecting a client with a particular agent. It also influences management decisions such as contracting and retaining staff and their performance.
All these trends are undeniably technological. It is essential therefore to get it right when introducing any new tools. Presenceco delves into this subject by sounding a warning regarding its complexity. Each channel is unique due to certain features, which means that one must always opt for individualized strategies.
The same situation arises with automated systems. This specialist publication warns that the contact centre’s performance can be affected if these are not properly integrated. They use the example of Frequently Asked questions (FAQ) to illustrate the problem.
According to Presenceco, clients tend to avoid these machines, even more so when the first automated interaction is non satisfactory, and the client is transferred to a real life agent who will try and find a suitable solution.
It is all about innovating and adapting, but never loosing the essence of this sector: the personal touch. Our Idiso Contact Centre keeps up to date with all today’s changes. It is 2.0, meaning it is able to manage call me back, web collaboration, chat and social network interaction, but that’s not all.
We have the technology, the human resources and the knowledge and thanks to all of this we have received the CRC de Oro for the best tourist contact centre, for the sixth year.