Tweet With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Contact Center and CX Research and Reports The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%) CX as the most strategic measure (77.5%), which increased profits for 74.1% of companies omnichannel personalization self-service mobile apps connected customer journeys with 9 channels in most contact centers As people switch from phones to other channels, companies need to work on integrating human approach to their CX robotics: Global contact center report shows us which technologies companies are using, and which they are planning to use: We won’t just talk about the trends, what you are reading now is an overview of opinions of respected contact centers experts, so even, if you doubt any of them, you may want to listen to opinions from several of them about the technology that interests you. Here are the experts: @Nate Brown, VP of Communication for the HDI Music City Chapter and is the founder/author of CustomerCentricSupport.com @Teresa Cottam, Chief Strategist, MVNOpro @Al Hopper, cofounder of DoLabSATX @Shep Hyken, Customer Service and Experience expert – hyken.com @Ian Jacobs, Principal Analyst at Forrester @Evan Kirstel, Social media innovator and
Surprisingly we’re still getting requests for the “click-to-call” feature for a website. Note: I’m not talking about the click-to-call used by contact center agents to connect with clients. I mean the “online call” button on a website allowing visitor to call customer care rep from his browser in one click. Let me clarify some tech details first… The most common approach for the “online call” feature is using the WebRTC technology supported by the most of browsers. The technology allows a website page to get access to the PC mic (user approval is required) and transmit the audio stream to the website server. The server, in its turn, sends the audio to the company rep thus establishing an audio-call. This means that to call online a client needs an opened webpage that keeps the audio-connection sending and receiving the audio. It normally looks like this: But if the client MUST keep this page opened to talk to the agent, why make it so useless? Obviously, it is worth adding extra features to enrich the voice call with text chat, app sharing, co-browsing. The “online call” extended with web-collaboration options actually turns into “an online collaboration” – you can see how it works in Richcall on the image to the right. So, the point is – why add the “click-to-call” feature to your website, when you can empower your visitors to “click-to-collaborate” at no extra cost (in terms of technical requirements)?
Be the first to try the alpha version of RichCall. You will only need a web-browser to test the video (you will see the agent, but the agent won’t see you), try co-browsing and other web-collaboration features and ask any question you may have about the software. All it takes is 10 mins: 1) Launch the desktop browser (Safari is not supported yet) 2) Click the round button in the lower right corner of the page 3) Allow the browser to access your mic 4) Click “Call” to connect with Aurus rep (English only) Enjoy! PLEASE NOTE: we’re available from 10am – 9pm UTC+7.
Please feel free to check the new section of our website: The “Industry” pages available in the top menu. Here you will find a dozen genuine real-world customer comments regarding the use of RichCall video chat. Enjoy: INSURANCE Video enhances processing of insurance claim Improve sales with our visual assistance option – featuring co-browsing and app sharing FINANCE Financial advisor online Advanced customer support Video kiosks to shrink the size of the retail bank branch RETAIL Shopping assistant and concierge services online Personalized support for online shoppers Video kiosks – your experts are everywhere! HI-TECH & EQUIPMENT MANUFACTURING Product troubleshooting Online shopper assistance TELECOM Live visual customer support Field service Video kiosks for retail branches
For God’s sake, stop being so afraid of the “video” aspect of “video chat”. Yes, dual video is a great feature of video chat solutions, however it is totally optional and by no means a requirement. Also, try to keep in mind that it is not necessary to overly invest in the agents on screen picture quality (i.e. attire, surroundings, banners, etc.), to deploy the video chat in a contact center. When should you enable video in a contact center? 1. For sales, especially for luxury retailers when less emphasis is placed on call handling time and more emphasis is placed on developing a high-end customer experience. 2. When servicing hearing-impaired customers. 3. When a video chat expert is there to replace an in-person representative i.e. stores, branches, etc. So, unless you absolutely need a live video call, just replace the agent’s video with a good-looking photo. Try and focus more energy on delivering an ideal customer experience by leveraging web-collaboration features such as the co-browsing and app sharing for support, as well as pushing video and pictures for sales.
As aforementioned, a video chat channel that is deployed in a contact center may significantly increase conversions and drive sales. However, this can become a double-edged sword where in some cases it may even decrease the contact centers performance. Successful implementation of video chat depends largely on the industry, the sales process, and most importantly, the nature of the buying cycle. In a very informative post about video chat, Jay Minnucci, President and Founder of Service Agility (a consulting service company that focuses on customer service) states that, “The (video chat) impact will be minor in some industries, and transforming in others.” Let’s look at a few specific examples. Jewelry stores Within a single click, a customer browsing necklaces, earrings, or rings can request an interactive video session with a stylist. By having a face-to-face connection established a stylist can quickly put on the jewelry, showcase complementary pieces, or even switch the camera to a close-up angle each piece. This helps a customer to truly “experience” the jewelry, ensuring that it is exactly what he was looking for, prior to buying. Travel Agencies Not to different from the previous example, a traveling customer planning his vacation could certainly benefit from a video chat session with an agent, as he looks through various pictures and videos of available hotels. But, having chosen the hotel with your agent he may want to look for the cheapest option to book it. If he finds it somewhere else, your time is wasted for nothing.
Amongst the web-collaboration features in our platform, “co-browsing” is one of the most important. Co-browsing allows a contact center agent to see the contents of a client’s browser window, while simultaneously talking with him/her on phone. The agent can use the built-in pointer to direct the customer’s attention and instruct him/her to perform actions. This system allows agent to more fully understand the client’s problem and the context in which it occurred, and to resolve it quickly. When designing the co-browsing feature we first conducted extensive research with our clients to identify their business needs, and the features required to meet these. Here are some of the things our clients said they wanted from the co-browsing feature: No Client Download This was a no-brainer for all our clients. It was essential that their customers could start a co-browsing session instantly, without downloading any apps, Java, or browser plug-ins. Customer is in Control Our clients told us that their customer service agents must not be able to perform mouse clicks or enter keyboard strokes in the client’s browser. They wanted their agents to have the ability to see what happens on screen and move the pointer (see “The Pointer” below) to draw attention to things on screen, but not to be able to interact with the page otherwise. The “Pointer” There should be a pointer to allow the agent to draw the customer’s attention to certain parts of the page, for example: “Please click this button…” “Here is the section with
This post highlights Dimension Data’s figures and conclusions regarding the “Video Chat” channel, as detailed in their 2016 and 2015 Global Contact Centre Benchmarking Reports. A third of contact centres plan to support a video chat service within 1 year, while while only 11% reported they have already deployed it. Video chat currently has the highest growth rate across all contact center channels. Companies recognize that the visual engagement powered by WebRTC is not just a trend in technology they need to keep up with; it’s an opportunity – to improve the FCR rate, to increase the customer loyalty, and to improve the agent performance. «With developments such as these, we’re extremely excited about the contribution that video-enabled contact centres can make to transform the face of customer engagement. We believe they will add massively to the value that contact centres can deliver to the customer base.» By Ian Heard, Principal Director, Collaboration, Dimension Data Communications, 2015 Global Contact Centre Benchmarking Report Now let’s look at the percentage of contact centre interactions currently handled by the video chat channel. The 2015 report shows only 0.2%: However, it should be noted that the 0.2% figure takes into account all contact centers in the survey, including the vast majority who don’t have videochat deployed. Finally, how do customers feel about interacting through video chat? «Among the newest of the emerging channels, video is already a success in terms of solution application and customer feedback. … We’re even seeing the introduction of video
Meet our representatives at GITEX 2016 and try RichCall even before it goes live. GITEX is the largest Middle East IT-exhibition held every year at Dubai World Trade Center. If you’re planning to attend, you’re very welcome to come and meet Alexander Anoshin, CEO of Aurus and Kirill Basikhin, the key account manager who will be presenting the RichCall prototype. You’ll be able to try RichCall, discuss the business cases for video chat in your vertical and learn about the technical aspects too. The RichCall stand will be located at the Skolkovo booth: You’re also welcome to contact us and schedule a meeting. See you at GITEX!
“You can’t be serious, man. YOU CANNOT BE SERIOUS! That ball was on the line! Chalk flew up! It was clearly in! You guys are the absolute pits of the world…” Remember that John McEnroe / Tom Gullikson fight? 🙂 Verizon marketers have recently brought us back to these great times with the Verizon Fios ad featuring John. The commercial promotes the Verizon video-enabled customer support option that allows support rep to see the problem over customer’s smartphone. “You can’t tell me this cord isn’t in. I know it’s in!”, John says, referring to his famous arguments with umpires. And just in case you’re not familiar with McEnroe’s outbursts on the court, enjoy:
Это пример страницы. От записей в блоге она отличается тем, что остаётся на одном месте и отображается в меню сайта (в большинстве тем). На странице «Детали» владельцы сайтов обычно рассказывают о себе потенциальным посетителям. Например, так:
Привет! Днём я курьер, а вечером — подающий надежды актёр. Это мой блог. Я живу в Ростове-на-Дону, люблю своего пса Джека и пинаколаду. (И ещё попадать под дождь.)
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