Call Center Management Community
  • Home
  • latest content   
    • Featured Articles
    • Latest News
  • Resources   
    • E-Book: The Benefits of Call Center Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Call Center Management
  • Contact Us
  • RSS Feeds
  • Home
  • Featured Articles
  • Latest News
  • Resources   
    • E-Book: The Benefits of Call Center Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Call Center Management
  • Contact Us
  • RSS Feeds

Call Center Management Featured Article

November 03, 2022

Customer Are Happier When Communications Happen at a Personal Level


By Tracey E. Schelmetic, Call Center Management Contributor

How do you make meaningful connections with customers? While there are a few ways to ensure that interactions feel more personal to customers, one of the best ways is to keep communications informal. We’re all used to messaging with friends and family, and increasingly, we expect communications with companies to feel like personal conversations.


Vonage's 11th Global Customer Engagement Report confirms this, based on feedback from nearly 5,000 consumers and their preferences for using technology to connect with their favorite brands. It’s probably not surprising that 60 percent of customers are “very satisfied” with friends and family communications, while only 45 percent rate business/service provider communications as high.

What’s missing in the business communications? For one thing, businesses are not providing consumers with the same familiar experience they are used to in their personal lives when it comes to communications technology. To effectively communicate with customers at a personal level, businesses need to truly drive omnichannel customer engagement forward (voice calls, video, chat, messaging apps, and more). They also need to embrace emerging technologies like AI, to eliminate common customer frustrations and technology gaps.

Artificial intelligence-driven tools such as virtual assistants can address common requests and eliminate long wait times for customers. Virtual assistants can also provide the initial triage to route customers to the right person, which is helpful during peak or seasonal periods.

“The ubiquity of mobile phones delivers the kind of vehicle to businesses that allows them to speak to and engage with their customers directly — right from the palms of their hands,” noted Joy Corso, Chief Marketing Officer for Vonage (News - Alert).

Brands know the technology that’s available to their customers. They know what consumer preferences are. They also have access to solutions to accommodate those preferences. But, based on recurring feedback from customers, many business have thus far failed to truly embrace omnichannel engagement and, more importantly, putting the control over engagement channels in customers’ hands.

“Businesses are missing out on opportunities to make real connections with customers and drive customer engagement,” added Corso. “This is where AI tools can help and surface as underused technology.”




Edited by Erik Linask



HOME

CALL FOR CONTENT




Workforce Management Metrics: Unlock the Secrets to Growing Your Bottom Line



Strategies for Improving Schedule Adherence

Call Recording Software is Essential for your Call Center

The Ultimate Guide to Contact Center Shrinkage


Decision Guides

  •   Workforce Management in the Cloud
  •   Workforce Management Selection Guide
  •  Scheduling Spreadsheets Are Not Really Free

Follow Us

QUICK LINKS

  • HOME
  • FEATURED ARTICLES
  • LATEST NEWS
  • CONTACT US
  • CALL CENTER SCHEDULING
  • WORKFORCE MANAGEMENT

CALL CENTER MANAGEMENT

Monet Software provides an affordable and flexible On Demand Call Center Management Solution to accurately forecast call volumes, effectively schedule and manage performance of their agents, resulting in increased service levels and reduced payroll costs.

Powered By Technology Marketing Corp. © 2023 Copyright. Ph: (800)-243-6002 (203)-852-6800 | Contact TMC