Sydney, Australia – 29 October 2018 – VoiceFoundry, a principal provider of cloud-based contact centre solutions with a unique focus on customer experience and automation in Asia Pacific, North America and the United Kingdom recently announced the launch of an Amazon Connect Accessible Agent Desktop for vision impaired contact centre agents at Vision Australia.
Coming back from a business trip this week, I realised it had been more than a year since our partnership with Amazon and the Connect team started. It’s incredible how much has transpired in a year and absolutely stunning the amount of welcome and reception that the platform has received from the marketplace. At launch, I thought early adopters would primarily be comprised of aggressive SMB organisations eager to adapt and adopt the latest new toys in the industry. Consider myself stunned that more than ever anticipated, early adopters have been largely comprised of big time Enterprise. And by that, we’re talking the biggest of the bigs – top 5 banks, top 5 insurers, top 5 financial service companies, top 5 retailers…..it’s truly been stunning.
User experience is something that you don’t normally hear about until something goes wrong. But what is it really and why does it matter?
For starters, user experience, UX for short, is how a person feels when interacting with a digital product. UX has many factors, including usability, accessibility, performance, design/look, utility, ergonomics, overall human interaction, and marketing. But while they might sound similar, UX is not the same as usability. UX is the experience and the connection a user feels when on a site. Usability is more along the lines of how effective the site and scope of design is.
Christmas is so close you can probably taste the peppermint candy canes filling your stockings. But how many of you are actually ready – as in finished – with all of your holiday shopping? The thought of heading anywhere close to the mall right now makes many of us shudder in fear. The people, the lines, the traffic! But if you’re like millions of people, you already know that shopping online is the only way to go. The number of online shoppers increases with each passing year as technology gives us more and more with just the swipe of a screen. But as additional people rely on the ease and selectiveness of online retailers, some companies may struggle to meet demand with their physical data centres.
Everyone has heard of the enormous amount of benefits when migrating to the cloud, but what does that mean from a customer’s point of view? I mean nobody really wants to call into a contact centre… ever. Its no wonder the majority of calls end up in hang ups and frustration and most of the time it’s the fault of the call centre whether its lack of staff or technology.
The solution – move your contact centre to the cloud. But the great debate is whether this migration can do more than just save you money, can it actually improve your customer experience? A recent study by the Aberdeen Group indicates that yes, it can improve customer service. In fact, it showed abandonment rates were significantly lower in cloud contact centres compared with traditional call centres, with just 4.5% of calls abandoned.
Any chance you remember the last time you had a really horrible customer experience? Maybe it was pretty recent and you just got hair-raising chills going back to that moment. Ok, so stop there.
Now, on a happier note, are you able to remember a blow-your-socks-off great customer experience? Perhaps it was in a store. Or on an airplane. Or maybe it was doing something as simple as making an online purchase. Whatever it was, great customer experiences seem to stand out more than bad ones. And sadly, those over-the-top-genuinely-want-to-help experiences are few and far between. How do we consistently offer these great experiences and set the bar for a new level of customer service? We suggest you look at revamping the User Experience Design (UX).
It’s that time of year when baseball seems to take over every television for 7 nights of the week -if each team is lucky. The World Series is one of the most watched events of the year and this year is no different with both the Dodgers and Astros fighting for the pennant. But why are we talking about baseball? Well the management of a sports team, any sports team really, is not that different from the management of contact centre agents. Remember the Oakland A’s—the major league baseball team that inspired the book Moneyball? They integrated big data analytics into their team strategy and it changed the game as we know it. By leveraging available data, the team manager was able to assess specific players’ values and performances to assemble power-packed lineups for each game. The end result: one of the most influential strategies to hit professional baseball.
Businesses have been advocates of touchpoints for quite a while. The crucial moments when consumers interact with a business seemed to be able to tell how happy a customer actually was. Unfortunately, the narrow focus of satisfaction at those moments actually gives us a rather distorted picture. The picture we need to be looking at is the customer’s entire journey from start to finish. Businesses that are able to carefully manage the experience in its entirety reap enormous benefits across the board.
Churn is a big problem for many companies and for typical reasons. The ways to reduce this are well known, but costly (upgrades, discounted rate plans, etc). This is where customer experience saves the day. It turns out it can not only reduce churn but build a competitive advantage as well. Creating an exceptional customer experience cannot be achieved solely by perfecting touchpoints. While customers might seem happy at certain times during the interaction, many are unhappy with their overall experience. Most customers aren’t fed up with any one phone call, field visit, or other interaction; they don’t really care about these singular touchpoints. They do, however, care about cumulative experiences across multiple touchpoints and multiple channels over time.