Posts Tagged ‘Up-to-date technology’

Leveraging Speech Recognition Technology in a Call Center

Posted on: February 1st, 2019 by Roland Háry No Comments

Call center customer interactions contain a goldmine of valuable information. And thanks to recent technology advancements, there are now several technology solutions that allow call centers to make good use of their data. Speech recognition technology is one of them.  

In this article, I’ll tell you how you can benefit from leveraging speech recognition technology in a call center. Don’t miss out on this one!

Speech recognition technology in call centers

Speech recognition is the ability of a program to identify and analyze words or phrases in spoken language and convert them into digital analytics. In other words, when customers talk to your agents, the system analyzes what they say and can trigger specific actions based on it.

Already, customers have embraced such technology when looking for a simple and quick way to access information or carry out simple tasks. You just have to think about Siri, Apple’s technology that entered the voice recognition market back in 2011. Since the introduction of Siri, the competition has stepped up to the challenge, with Microsoft launching Cortana and Amazon launching Amazon.

Of course, call centers quickly recognized the potential of speech recognition technology when talking to customers: it’s capable of recognizing a huge amount of vocabulary in many languages, can identify relevant word and phrases, analyze the tone of voice, and even estimate the age of callers.

Amongst other things, call centers can use speech recognition technology to identify customers who need special attention, pinpoint industry trends, and analyze customer behavior and purchasing patterns, while also identifying problematic products or services and help low-performing agents improve their performance.

Identifying customers in a simple way

Most customer service interactions involve sensitive customer data. Of course, keeping this data 100% safe and secure is of the utmost importance for any call center.

Therefore, call centers often require customers to memorize long passwords and identification numbers in order to individually identify them. By leveraging speech recognition technology, however, it is now possible to identify customers based solely on their voice. So, all customers have to do is to say their name out loud and the system will identify them by recognizing and analyzing their voice.

Therefore, with speech recognition technology, customers can use their own voice as passwords, with each customer’s voice being as unique as their fingerprints. This, of course, allows call centers to significantly simplify their customer identification processes.

Furthermore, common interactions, such as checking an account balance or requesting shipping information, can be easily automated using speech recognition technology. This not only eases up your call queues but also allows your business to offer round-the-clock customer experience.

Real-time support for agents

Personalization is perhaps one of the most important trends dominating customer experience, with customers expecting companies to offer them what they want, when they want. It’s no surprise, therefore, that businesses these days really want to go the extra mile to personalize their customer interactions as much as possible.

And as speech recognition technology has rapidly advanced over the past few years, such solutions, by analyzing the tone of voice during customer interactions, can now provide call center agents with real-time support when dealing with customers.

As we all know, it can be difficult for even experienced agents to work out if a customer is frustrated with how a conversation is developing or if they are about to hang up. Speech recognition technologies, however, can now identify everything from anger or dissatisfaction to enthusiasm in the voices of customers.

In practice, speech recognition solutions make real-time suggestions to agents, encouraging them, for example, to make an upsell offer if they detect enthusiasm in the customer’s voice. Similarly, when the system identifies anger or frustration, it can warn agents of the situation.

Needless to say, by leveraging speech recognition technology, your call center will be able to increase its up- and cross-selling rates while creating better relationships with customers.

As you can see, speech recognition technology has great potential for the call center industry. Make sure you leverage this advanced technology, and don’t miss out on the positive effect it will have on your customer experience. You can be in no doubt that it will pay off in the long run.

Customer Service Innovations: Building a Next-Generation Customer Service – Part 1

Posted on: November 14th, 2018 by Ákos Philippovich No Comments

As the world continues to change around us, it also brings considerable increases in customers’ expectations. In order to adapt to these major developments, businesses need to keep up with customer service innovations and leverage the advantages of new technologies.

Two things are certain. One: customers now want to see the whole picture before making a purchase. And two: as their expectations grow ever higher, customers are willing to pay more for quality products and services. However, in return, they expect exceptional customer service and the customer service representative to be a personal advisor.

So, are you ready to build your next-generation customer service? If so, then let’s take a look at the most promising customer service innovations that will definitely help drive your business towards new levels of success.

Providing agents with customer support tools

Call center agents take hundreds of calls on a daily basis. Therefore, providing them with the right support systems is, without doubt, a must. Recent studies clearly demonstrate that the biggest frustration for call center agents is caused by the outdated IT systems they use, hindering them from becoming a self-confident personal advisor to customers.

Leveraging comprehensive call center software may sound obvious to you. But can you integrate your software solution with other systems? Integrating systems, such as integrating your call center software with your CRM system, allow your agents, for example, to access a customer’s history real-time before they answer the call. As a result, your agent performance will dramatically improve.  

Furthermore, as product features and legal environments become more and more complex, call center agents need in-depth knowledge in order to serve customers effectively. Setting up a knowledge base, such as an FAQ page, self-service portal or forum, will not only help you create a community but also reduce call volumes and narrow down calls to those involving more complex issues.

Utilizing a number of different systems is definitely a necessity for any modern call center. However, and importantly, make sure you choose easy-to-use customer support tools that allow your call center agents to concentrate on customers rather than spending their time navigating through systems.  

Speech recognition technology

As we all know, customer calls contain a goldmine of invaluable information. And with the recent development of speech recognition technology, it is now a lot easier and cheaper to make good use of those calls.

Speech recognition technology, one of the most promising of recent customer service innovations, is capable of recognizing a huge amount of vocabulary in many languages, identifying relevant words and phrases, analyzing tone of voice and even estimating the age of callers. The system then converts the collected conversation data into digital analytics.

Amongst other things, speech recognition technology in call centers can be utilized for customer profile building, conversation transcription, quality assurance, and marketing purposes. In fact, by leveraging this new technology solution, call centers can better understand customer needs, identify customers who need particular attention, pinpoint industry trends, and analyze customer behavior and purchasing patterns, while identifying problematics products/services and help low-performing agents improve.

And, as these days customer service is all about personalization, it is important to know that speech recognition technology can be integrated with your customer information databases, enabling your system to actually identify the customer by the time the call is answered. Amazing, huh?

Video contact center

Let’s admit it, the lack of a visual element has always made customer interactions with call centers more difficult. However, visual content has now started to become increasingly popular in several industries, and the call center industry is no exception.

In fact, using video for customer service purposes is one of the most promising call center innovations. Among other things, it enables advanced real-time support, personalized customer experience, and an increased first call resolution rate. Video also opens up new opportunities in call centers, allowing customers to switch from self- to live video service or request a call-back through video chat, and letting agents send tutorial video attachments via email or live chat. Also, recent improvements in the legal environment allow contact centers to identify their new or existing customers via video channel. This significantly reduces the time and efforts to do legally binding business via call centers.

Video can be even implemented into IVR solutions, providing systems with the ability to use dynamic or static video information for caller assistance. For example, IVVR (interactive voice and video response) can be used in customer service for a variety of situations, such as delivering complex instruction sets to users whenever and wherever the instructions are needed.

Furthermore, video contact center solutions work effectively with features such as co-browsing and screen sharing, allowing your agents to remotely guide customers and gain control of their screen when necessary.

New customer service innovations are appearing every day. Those who keep up will survive and thrive, those who cannot will suffer a slow and inevitable death. So make sure you don’t get left behind!

Co-Browsing in Contact Centers: Take Your Customer Service to the Next Level

Posted on: October 12th, 2018 by Magdalena Horváth No Comments

The technological boom in recent years has made the business environment ever-more competitive: companies need to keep up with the latest customer service technologies in order to stay ahead of the competition.

There’s no doubt that new technologies are also revolutionizing customer experience, with the aim of making it as smooth and simple as possible.

One of the latest technologies to become available is co-browsing, which allows two or more people to browse a website simultaneously. Amongst other benefits, co-browsing provides a lucrative opportunity to win customers by providing them with a fast and hassle-free customer experience.

In this article, I’ll discuss the advantages of co-browsing for your customer experience. Read on and make sure to put co-browsing on your list of customer service technologies you implement in the coming year. 

What is co-browsing?

Co-browsing is a technology that allows customer service representatives to navigate web pages together with their customers. By leveraging co-browsing, agents and customers can literally be on the same page, as it allows agents to access customers’ screen with one click and remotely guide them, as if they were sitting next to them.

The term “co-browsing” is often used interchangeably with screen sharing. It’s important to note, however, that the two are different solutions, with co-browsing offering a lot more than screen sharing. During an interaction, screen sharing can let an agent show a customer what they should do. But with co-browsing, an agent can actually gain control over a customer’s screen, meaning they can not only highlight where to click, but also actually click for them.

This new technology is definitely your next great opportunity to improve your customer experience, as it will allow you to provide customers with fast, personalized and real-time assistance.

And what makes co-browsing unbeatable? It requires no download or installation, meaning it is an easy solution to utilize, both for your agents and customers. All your customers need is a browser and you’re good to go.

Advantages of co-browsing in contact centers

Although co-browsing just recently appeared on the market, we can expect it to become one of the most popular customer service channels in the next few years.

Nothing demonstrates this better than the numbers shown by recent studies and surveys.

According to a survey carried out by Deloitte, 66% of customers interacting with contact centers highly value the accuracy and quality of information provided, and 62% of them highly appreciate easy-to-use customer service channels.

Furthermore, the survey predicts that figures in 2019 will prove that chat and collaboration web channels have accounted for the highest rises in contact distribution in the last two years, from 6% in 2017 to 16% in 2019.

And as the table below, based on a report by Aberdeen Group, shows, when used effectively, co-browsing allows businesses to increase revenue, cut costs and improve customer satisfaction.

co-browsing vcc live blogWith consumer behaviour developing as it is, customers expect answers quickly, demand personalized support experience, and assume they will be able to use hassle-free communication channels. And luckily, co-browsing addresses all three of these trends perfectly.

So, what advantages could co-browsing have on your business? Let’s check out the list below!

1. Increase up- and cross-selling

According to the above-mentioned survey conducted by Aberdeen Group, companies leveraging co-browsing showed an increase in annual up- and cross-selling revenue of 3%.

One reason for this is the power of visual content within a simple sales pitch. Let’s say, for example, that your customer is browsing your website and struggling to find the information they need in order to finalize their purchase. By using co-browsing, you can literally take your customer round your website, including creating opportunities to up- and cross-sell your products.

Co-browsing also provides companies with deeper insights into client problems, providing information that can fuel cross-sell and up-sell opportunities and offers.  

In addition, by relying on your customer data, co-browsing can take your personalized customer service to a whole new level. Imagine co-browsing with a customer while being able to see their purchase history in front of you. There’s no doubt that you’ll be able to offer them products that will be truly interesting to them.

2. Less miscommunication with customers

Call center representatives and customers often miscommunicate, especially when it comes to complex technical issues. It’s no surprise, since customers, who usually lack technical knowledge, can struggle to keep up with agents’ explanations.

“Do you see that button at the top of the page? No? Okay, what page are you on?” – is a typical customer service conversation that happens too often. How frustrating is that?

Furthermore, as we all know, most miscommunication and misunderstandings result from written communication forms such as email and chat. With these forms of communication there is no opportunity to analyze facial expression, tone of voice, and gesture, making it more than difficult to interpret what the other person is trying to tell us.

Luckily, co-browsing is the perfect tool to overcome this challenge. Whenever customers feel they are lagging behind or find an issue too complex to navigate through themselves, they can simply give control to agents, who can resolve the issue on behalf of them.

3. Increased FCR rate

Times have changed, and so have customer demands. These days customers are simply not willing to wait on the phone for an indefinite time. Especially if they contacted you because they experienced an unexpected issue with a product or service of yours.

As I’m sure you’ll be aware, first call resolution (FCR) is one of the most important call center metrics around. By leveraging co-browsing, you can reduce communication barriers and resolve your customers’ issues more quickly. As a result, your FCR will increase, and your customers will most likely forget their frustration and remain your satisfied customers.

Co-browsing has already proven to be a high-performing customer service channel. In fact, according to the above-mentioned report conducted by Aberdeen, companies implementing co-browsing have seen an 18% improvement in their first call resolution.

In addition, co-browsing allows your agents to resolve customer issues more quickly, and improve issue resolution time. As a result, you can reduce costs by shortening customer interaction times, and by using less resources to resolve customer queries.

4. Improved customer satisfaction

Today, businesses provide customer service via an increasingly large number of channels. Channel diversity is very much characteristic of modern customer care.

In addition, speed has become vital to customers. They value their time, and expect you to resolve their issues as soon as possible, without any hassles.

Arranging call backs or exchanging multiple emails may be frustrating, especially if the issue is still not resolved. So why not leverage co-browsing and see the issue through your customers’ eyes?

Customers become satisfied and loyal if their issues are resolved at the first time of asking, via call or chat. And companies can best meet their customers’ expectations by using services that provide fast and real-time customer service – like co-browsing.

Furthermore, with the help of co-browsing, customers can see how their problems are solved, which will help increase their trust in your business. Thanks to fast problem-solving, your customers will more likely recommend your product or services to their acquaintances, bringing you an ever-increasing multitude of sales opportunities.

5. The image of an innovative company

Last but not least, by offering the option of co-browsing to your customers, you create the image of being an innovative company.

Being innovative is not only important to companies, but to customers as well. Customers like companies that are innovative, and want to buy from them.

And in the digital age, innovation is increasingly being fueled by customer experience. Companies who listen to customers and respond to their needs, providing them with tailor-made and innovative solutions that are not very common in the industry, are more likely to win those customers, and so become more successful.

Customer service is evolving, and the opportunities to better serve your customers are ever-increasing. All you need to do is to keep up with the trends influencing customer behavior, implement the latest solutions, and the rest will follow.