Call Center Scheduling Featured Article
Premier CX Personalizes On-Hold Time for Customers
In customer service today, personalization is the name of the game. The closer you can get callers to feel to your business and the purpose you serve meets their needs, the better the outcome. To help contact centers deliver this level of care as early in the interaction as possible, Premier CX has launched eMOHtive - a streaming service offering personalized on-hold music and messages.
The new personalized options for callers that have been tested to work with Genesys (News - Alert) Engage contact center solutions, offer a way to identify the best messages or music for a caller in real-time and then serve them up to optimize the usual dead-air that happens during the on-hold time.
Other benefits of filling this time with targeted, personalized messages and music include improved caller satisfaction, a better attitude when the call is connected, lower average handle times, and even more first call resolution or self-service completions than previously.
The personalization occurs by searching data like a caller’s phone number or IVR information and choosing the messages that best serve them. Call center managers can set notifications to play based on seasonal campaigns or even offer specified messages to increase upsells.
The offering also provides a bank of thousands of suggested templates that company officials say can be recorded using professional voice artists selected to suit the brand in most major global languages.
Anthony Buxton, CEO of Premier CX, said, “eMOHtive is the biggest innovation in contact center queue management for a decade. Personalization of customer interaction is widespread – in mailers, retail checkout receipts, e-commerce banners, and increasingly call center IVR menus… but in-queue experience has remained obstinately un-personalized, with every caller in the same queue hearing the same thing… until now!”
This latest offering is part of a company focus to deliver more queue experiences that are groundbreaking and an opportunity to address an area of the market - in-queue and on-hold marketing - where there is room for growth.
Edited by Maurice Nagle