Latest Featured Articles
The earliest awareness of the Internet of Things (IoT) or the networking of billions of machines, cameras, sensors and devices across the globe in order to share data, came with the promise of networked home appliances. After we were done asking, Why would my refrigerator need a browser? we thought a little harder about it.
Many companies today are busy protecting their IT budgets from would-be cuts. Unfortunately, IT budgets are often the first to go when times are lean: many executives believe that older solutions will do just fine for another year or two, and that patched-together solutions can offer the same benefits as newer technologies. This is a mistake, particularly in hyper-competitive marketplaces today, in which channel integration is vital to remake the business into one customers want to engage with.
Sponsored by: Intradiem
Intraday Automation from Intradiem automates intraday management and real-time processes, turning frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. This more agile frontline workforce can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost.
To ensure the proper approach to customer interactions, call center management must implement proper training and quality monitoring. Agents should try to keep a customer, but there are scripts to follow and lines that should never be crossed. If all calls are recorded and monitored for performance, the agent going off on the customer is much less likely, especially if those calls are scored for performance and shared with the agent.
A loyal customer may well be the best kind there is. Loyal customers come back to one particular business when its services are needed, forsaking all others, and that means a fairly reliable income stream.
When it comes to customer support, consumers are getting more accustomed to interacting with automated systems. Intelligent IVR solutions that use natural language processing and allow customers to speak normally are more prevalent today, and legions of iPhone users are used to Siri, Apple's artificial intelligence platform. For this reason, it should be a good time to introduce fully automated customer support that mimics human behavior. If new IBM technology proves reliable, customers may not even know they're interacting with a machine.
Top Stories
Featured Channels
Featured Resources
Advertise With Us
Become a CUSTOMER columnist!
Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.
|
