Amalgamate Social Media with Contact Center for Social CRM

In the age of information, fast communication is a necessity in any kind of business. The internet has emerged as the most powerful vehicle of communication in the digitized age. From voice chats to videos and emails, quicker communication strategies have eliminated the constraints of distance and time, making communication paths simplified. The last decade has witnessed the increasing use of social media in business. A number of platforms on social media serve business firms, forming powerful tools of communication. Today, social media has expanded a lot, in terms of incorporation, from simply personal use to business platforms. Various organizations use social media for developing one-on-one contacts with its clients.

Through social media, companies can reach out to their customers in a more feasible and focused way. Feedback being an important part of every business, and social media platforms like Facebook, LinkedIn, Twitter, etc. nurture the relationship between companies and their clients. With a number of communication channels available on the social media, companies can provide prompt solutions to their customers. This helps them to grow an impressive brand image.

However, you need to follow certain strategies while using social media in your business. Integrating social media into your business creates a more customer-friendly ambiance for your business. The companies need to integrate all communication forms in the organization. With an integrated communication strategy, you can cater to all customer requests/complaints/enquiries irrespective of the channel of interaction. A large section of the companies have already started using platforms like facebook, twitter etc. efficiently, while others are still striving to make optimum use of social media as a communication channel.

Organizations can keep a track of the sentiment of their customers, gauging their feelings through social media. They can also study the reaction of their customers, during any event or product launch, made by the organization. Social media has a tremendous potential to foster the relationship between companies and their customers. They can incorporate it as a powerful communication tool by integrating it with the contact center.

Integrating social media channels for communication in business will reduce the overhead costs of hiring multiple resources. Besides, business firms can respond to the needs of their customers in a more simplified process. They can engage large customer bases, with the integration of right communication channels. These channels also serve as an important mechanism to increase the sales of the company. It is time for business firms from all domains of the industry to embrace social media. This is one of the most effective communication channel, enhancing your marketing and branding strategies at the same time.

But as important as ‘social listening’ is the unified customer interaction management. Contact centers need to use a more unified approach with multi-level interaction through Voice, Video, Chat, Email, SMS and Social Media. Integrated technology solutions with real time monitoring capabilities and extensive reporting features will help in effective utilization of customer data collected over the social media. It can also be analysed to draw meaningful insights related to customer behavior and buying patterns. With a majority of gen y customers embracing social media in a big way, these channels can be instrumental in resolving customer complaints and enhancing customer service.

Integrate your social pages with ready to run Unified Contact Center Software InterDialog UCCS. Visit our page to know more: http://www.teckinfo.com/call-center-software-contact-center-solution.php

Revitalize Your Brand with ‘Social Listening’ - Call Center Software

More and more organizations are now paying attention to what their customers are saying on various social media channels

The new generation of customers spends far more time over social media channels than over phone calls or face-to-face conversations. They are not just more digitally savvy, they are also more open and forthcoming in their conversations over social platforms like Facebook, Twitter or WhatsApp. Therefore, it is important that companies listen to what their customers are saying over these platforms and utilize this information to improve their branding and marketing strategies.

As customer service executives reach out to customers through various social channels, the entire approach to customer engagement is undergoing major transformation. Contact centers are investing in new technologies that can enable flexible multi-level interactions and provide comprehensive reporting capabilities to leverage customer data that is collected through various digital channels. A study by Markets and Markets predicts that global spending on combined social monitoring, mapping, and management tools is expected to increase from $2.2 billion to $17.92 billion by 2019.

With digital forms of communication overtaking voice-based contact, marketers and brand managers have also started developing targeted social media strategies to increase their brand exposure. Any brand looking at creating significant market impact today cannot afford to ignore the social channel.

·          Access to instant customer feedback

·          More Effective Marketing Strategies

·          Building Communities and Brand Image

·          Influencing the Influencers

·          A ‘Unified Approach’ to Customer Management

For more information visit http://www.teckinfo.com/brochures.php or
contact us at http://www.teckinfo.com/contact.php

Automatic Dialer- Enhance Bottom Line

Teckinfo’s InterDialog Dialer i.e. an automated dialer works not only as Predictive Dialer but also the Preview Dialer, Power Dialer & Progressive dialer based on the requirements of the process. Teckinfo has now boosted this solution and introduces the new and improved InterDialog Dialer. This solution now works more intelligently and independently than its previous version. It not only ensures high utilization of the agents and runs various algorithms but also runs various types of algorithms, such as Time and Day based attempt, Number based attempt and Maximum attempts, for advanced dialing, to ensure maximum percentage of answered calls. The new Dialer also has a massive CRM repository, Time Zone sensitivity and aids cost cutting by features like Least Cost Routing. The upgraded InterDialog Dialer will integrate with the existing organisational system with close to no effort and improve, by a large margin, the way the customers are engaged for organisational campaigns.

For more information visit http://www.teckinfo.com/brochures.php or
contact us at http://www.teckinfo.com/contact.php

Factors to take into account for better contact center solutions

A contact center is the first point where all customer enquiries are handled.  Small and large corporations and organizations know that handling customer’s inquiries quickly and effectively is crucial to boosting their sales and retaining their customers. A lot of corporations have found themselves in the wrong side due to poor customer service.  This is why it is important to ensure that your customer contact channels are updated on a regular basis. The following are important tips you should always take into account if you need to transform your contact center.

·          Hiring qualified staff

·          Consider outsourcing to reduce your overhead costs

·          Contemplate hiring mobile agents

·          Consider hiring a Work Force Management service

·          Invest in call recording

·          Segment customers using IVR options

·          Self Service IVR

·          Improve the agent desktop

·          Real time monitoring to maximize results

For more information visit http://www.teckinfo.com/brochures.php or
contact us at http://www.teckinfo.com/contact.php

How hold time can be reduced for customers in a call center using a robust call center software

According to a recent study an average customer will spend around 1.2 years of his life on hold; waiting to speak to a customer service representative. 34% of the customers hang up before being connected and those who are able to reach an agent after a long wait are frustrated, disengaged and less accommodating.

Various studies suggest that 95% of customers with a bad customer service experience will share it with their peer groups. This not only ends up tarnishing the brand image but also subsequently impacts the company’s revenue. Clearly, reducing the hold time is critical to an enriched customer experience and brand image of a company.

So how, does one address this problem? The common approach would be hiring more customer service staff however, it’s not a cost-effective method since during low volume period the additional call agents available will sit idle. An alternative and more effective method is to invest in a call center software that provides speed, flexibility, and scale that matches the needs of a modern Call Centre.

A contact center software is a platform providing various applications you wish for – custom call flows, universal queuing, skills-based routing, callback feature, multimedia contact handling, predictive dialer, integrated IVR/Visual IVR, built-in CTI, real-time reporting etc. Such software will greatly reduce hold time, regardless of origin of the call – web, mobile or inbound call.

39% of the decision makers find the need for increased flexibility and agility as the most important benefit for leveraging Contact Centers Software, as per reports of Forrester Research.

Callback is a key feature in a contact center solution which greatly reduces the hold time. Instead of staying on hold, a customer has an option to submit their contact information and receive a call from an agent as soon as one is available.

Studies show that this option is attracting various customers; 28% of customers chose for a callback to spending 1 minute on hold and 63% of customers chose for a callback instead of waiting on hold. Moreover, this gives an opportunity to the agent to analyze information available about customers on various channels and he is more prepared to address customer grievances and deliver enhanced customer service experience.

Another option that some of the contact center software are coming up with is Visual IVR. Visual IVR is a platform that seamlessly routes inbound callers to a web-based support– personalizing the journey for customers about to enter the waiting queue. This type of solution will present a menu to the calling customer and customer can navigate through your IVR system by a simple click or touch.

Visual IVR session is more accurate in gathering information it increases the probability of customer selecting the correct menu options. The call is then routed to the right agent or to another channel if chosen by the customer thus truly delivering Omni-channel user experience. This greatly reduces the count of ‘zero-outs’ due to customers feeling frustrated with the IVR.

In the end, the foundation of rich customer experience is the impression that you value their time. If you are up to the challenge, the results will speak for themselves.

Teckinfo has achieved its position in the industry after years of nurturing and meeting the expectations of the call center industry. Its product InterDialog UCCS is a highly scalable, feature rich & flexible call center solution which is being used across industry verticals. InterDialog UCCS is a robust call center software ensuring high availability as stated by several big industry players in the contact center world.

Want to know more about the features of our robust contact center suite, click here http://www.teckinfo.com/call-center-software-contact-center-solution.php

Why is Redundancy essential for your contact center?

In order to meet high customer expectations, businesses must embrace new features that augment the native capabilities of their solutions. The importance of redundancy here is undeniable. Redundancy to put it in easy terms, means backup; the Plan B when unfortunate circumstances interrupt your primary service.

There can be many ways to set up redundant systems. You can create redundant PBx or database that facilitate communications when a primary server application fails.

You can design server virtualization to provide mobility to the application in case a hardware server becomes unavailable. High redundancy strategies for your service center can mean increased reliability and dependence from your customers.

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Why is High Availability essential for your contact center?

High availability is simply the ability to maintain continual operationality even during times of hardware or software failures within the system. High availability facilities ensure that operations continue to run smoothly during the detection and recovery of problems like server network loss or application faults.

In many cases, high availability is synonymous with disaster recovery, which enables operationality during natural or man-made disasters. High availability makes certain that unplanned downtime does not negatively impact your revenue or displease your customer

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Why is Scalability essential for your contact center?

Is your business growing fast, faster than you projected? To keep up with the trajectory of your growth, you need to upgrade your services accordingly. If you cannot move fast, you will lose out to competitors with higher scalability. In technical terms, scalability means expanding and contracting services as necessary.

Organizations need to scale up with growing business. Waiting for new hardware, software, location set-ups can be catastrophic when you are faced with rapid expansion.  An on premises contact center solution is highly secured in terms of data security. But it should be efficient enough to handle the expansion of your business with high scalability which can handle this expansion at ease. With an on premise contact provider, you can use internal team for the supervision that can better source and handle greater volume of transactions. Today with customer expectations being all time high, companies need to invest in a contact center software that is future proof and easily scalable.

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Common software related call center management problems – learn how to fix them

Modern world thrives on digital information; increasingly fast changing technology is reshaping the way human race approaches their day-to-day lives. Digital revolution has forced the business ecosystem to adapt and deliver the services on real-time basis to remain relevant and competitive.

Lot of investment has ensured that sales and marketing divisions of organization are better tuned to the new digital customer; however, contact centers critical to customer satisfaction and retention are yet to catchup to these changes. Today, we are trying to identify the challenges (a mix of traditional challenges combined with problems related to digital transformation) which are commonly faced across contact center industry.

Today, we will look at some of these challenges and learn how to address them.

Multiple Data Sources

With more and more use of social media and internet, it is getting more difficult to address customer grievances.  A single consolidated view of customer including conversation history, customer preferences etc. is very difficult to get.

Contact centers need to upgrade to Omni channel solutions or invest to integrate data from the new sources with existing infrastructure. This will enable them to keep up with the changing trends and maintain presence across platforms.

Call On Hold

As per various studies, almost 30% of the customers disconnect their calls while waiting to connect to an agent. As an aftereffect, they feel disengaged and usually carry a negative perception about the brand; they tend to share this experience with other customers thereby influencing existing customers as well as potential customers.

Modern contact center software are providing callback option for the customers; this helps them avoid the long queues and tiresome waiting for an agent to be available. They just need to schedule a callback and the software will dial at the specified time.

Navigating IVR

It is an ordeal on customer’s part to navigate through the complex IVR system of the call center before landing to the correct option. More often than not they will choose the incorrect option and connect to the wrong agent who will put them back to the queue. It has been noted that IVR is one of primary reasons for low customer satisfaction scores and also adds to the call volumes as customer has to call back again to resolve their grievances.

For customers who are tech savvy and are comfortable with smart phones, most contact center solutions have developed visual IVRS. Visual IVR is simple to use where user can choose the option displayed on their screens. They even can move back incase opted for the wrong option because it displays the complete journey of the user on the opted options.

Call Drop

One of the common issue faced by the contact center industry is disconnection of calls in the middle of a conversation. It’s a frustrating situation for the customer as they have to navigate through a complex system before connecting to an agent and are not inclined to go through the whole process again. Moreover, they have re-iterate their grievances to a different agent, a situation they want to avoid.

Use of intelligent reconnect available in the contact center software will re-route the call to the same agent who fielded the original call to ensure continuity in the resolution process. This also increases the productivity and the effectiveness of the contact center agents and the time invested by them.

After years of experience in serving the call center software industry Teckinfo has done the changes in its product folio to meet the need of the hour. InterDialog UCCS – a unified call center suite is state of the art product which is capable of handling all such challenges which are face by the industry . It empowers the contact center to be efficient and thus help them to increase the number of happy customers without a long queue wait or confusing IVRS.

Visit our website to see the feature list: teckinfo.com