Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face severe and lasting consequences. The issuing card companies can not only suspend their privilege to accept their cards, they can also levy monthly fines ranging from $50 to $90 for each card compromised. And since the fines are retroactive, the offending business is on the hook for all the months their customer data was endangered.
Customers expect businesses to provide quick, convenient ways to access information and manage routine transactions. The banking, travel and retail industries have embraced mobile and self-service technologies to satisfy their customers wish for efficient ways to communicate. Healthcare can also benefit from these solutions to optimize the patient journey from beginning to end.
Traditional caller authentication methods often require the customer to provide seemingly endless ‘secure’ information to prove their identity, creating a slow and frustrating user experience. And as fraudsters continue to evolve and develop new ways to scam, these antiquated means of securing personal data and transactions have become less and less efficient. The Blueworx Authentication Service works behind the scenes to go beyond standard knowledge-based verification, creating an innovative, multi-dimensional approach that accurately evaluates each call at every stage of the customer journey- from its start until agent interaction.
What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?
We suggest that yes, the solution to some of the problems in your contact center is to move it to the cloud. We know that this migration can save money. Can it also actually improve your customer experience? A recent study by the Aberdeen Group indicates that customers are more pleased with their service when dealing with an efficient cloud contact center. In fact, it showed abandonment rates were significantly lower in cloud contact centers compared with traditional call centers, with just 4.5% of calls abandoned.
Why Do Customers Hang Up?
As previously mentioned, customers often don’t want to be calling into a contact center in the first place so there is already a bit of frustration. Add in long hold times or being transferred from agent to agent, having to explain your reason for calling over and over again and its even more obvious why there are so many lost calls.
You cannot get around it – contact centers must modernize their operations to remain competitive in the current business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence can be used in the modern contact center.
Contact Centers are transforming to keep up with the needs and demands of customers. Automation has always been part of the contact center world – and so it is no surprise that chatbots have been added to the mix. Since they were introduced, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 1+2 = 4. But over time, patterns are established that make chatbots “intelligent” – and smart enough to take on more and more complicated tasks.
A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.
One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.
The Advent of Agent Assist
Artificial Intelligence is already transforming the contact center. Customers are delighted that they are getting their business done more efficiently and companies are pleased to be saving money and time. With AI interaction, we can provide a slick, natural, human-like interface. With AI knowledge, we can find the information the customer needs more quickly and accurately.
However, with the release of Blueworx Voice Response for Linux 7.10, we can now use AI in a new and exciting way – Augmented Human Agents.
Blueworx is committed to providing the best service and support available by applying innovative thinking while finding creative solutions that will ensure we deliver the best applications and experiences possible. As we move forward on our mission to take customers on a journey that exceeds their expectations, we are excited to share a glimpse of new technologies and trends taking place in the world of contact centers in the upcoming year.
Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating artificial intelligence solutions into your contact center can create a more dynamic user experience for your customers.
Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during the holiday season. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage technology so that a seamless, efficient, and enjoyable contact center customer experience can be achieved no matter the channel of communication being used. Here’s a look at five tips your contact center can follow to ensure your customers have positive interactions with your brand.
Changes in the customer experience journey are happening fast. There is no slowing down or stopping the convergence of technology and the increasing demands for quick, relevant and personalized customer interactions. The stakes are high when it comes to the customer experience and it is not just the Contact Center that needs to take notice – the customer experience is a whole company issue.
What if we could tell you the contact center can be better, faster, smarter and more successful in creating loyalty with your customers that is long lasting? Creating a better customer and agent experience has been a goal that businesses have been chasing for decades. It is finding the delicate balance between agent efficiency, self-service performance and customer expectations that continues to be the challenge for most businesses. How do you create a smarter experience for customers and agents without sacrificing something?
All this talk about modernizing the customer experience can quickly get overwhelming. You have many options to enhance the customer experience today with natural language speech, incorporating other channels like SMS, chat and even visual IVR or go all the way to leveraging the power of artificial intelligence.
Release 7.7 of Blueworx Voice Response for Linux
Contact centers today are actively looking for opportunities to leverage enhanced self-service as well as proactive outbound interactions that drive customer loyalty and reduce the cost to serve. In today’s competitive market, where maximizing customer loyalty while reducing costs are key business metrics, offering a proactive approach to common reasons customers call in is imperative. The dissemination of time-sensitive or personal information delivered quickly and consistently is a requirement to meet today’s customer demands. The essence of outbound calling or text messaging is being proactive, preemptively contacting a customer before they have to contact you for information. That is why Blueworx continues to make features like outbound calling more efficient and effective for businesses.
Touchpoints are vital to the overall customer experience. It is during these moments, when a customer reaches out to you to conduct business, that your company has the opportunity to really put its best foot forward and leave a lasting impression. When too much emphasis is placed on these moments, though, it can actually have a negative impact. It will leave the customer feeling like the only time you truly care about them is when there is something to be gained by you.
What You Really Need to Focus On is the Entire End-to-End Customer Journey
Chat automation and other forms of artificial intelligence are effective in boosting customer engagement. The micro-experiences these tools create, however, do not account for even a fraction of a customer’s entire experience with your brand. If your company defines the customer experience by only a series of touchpoints, you’re missing out on a valuable source of information.
Leveraging real-time data analytics enables a faster, more precise and effective ability to make decisions over those evaluations made with conventional data reporting. Today, Contact Centers must ensure that they are gathering and analyzing data at a fast pace in order to deliver on the ever-changing customer demands. The amount of data that is being collected from the contact center can be overwhelming and how to take advantage of that data for improving each and every customer interaction is even more challenging. That is why Blueworx continues to focus on developing key integration points for new services from artificial intelligence like IBM Watson to delivering a foundation that can enhance the delivery, collection and ability to report on key metrics and activities.
New Release of Blueworx Voice Response 7.6 for Linux
Blueworx Voice Response version 7.6 introduces a new communications infrastructure that forms the foundation for continued development around event management and reporting.
The event manager offers a new approach to the distribution, storage and sharing of events from various Blueworx components. These broadcasted events are received from an entire cluster and delivered to various applications using a high-performance Producer-Consumer Event Pipe powered by Apache Kafka.
Our team recently attended the IBM THINK show and demonstrated the power of artificial intelligence in the contacts center leveraging Blueworx Voice Response with IBM Voice Gateway and IBM Watson. In a recent blog post by Jay Zelter, Worldwide Hybrid Cloud Executive at IBM, titled “At The Tipping Point: Transformation in the Contact Center”, Jay states that we must take a different approach to meeting changing customer expectations. Combining the power of IBM Voice Gateway and Blueworx Voice Response, IBM Watson enables us to deliver a fresh and powerful cognitive contact center experience. Today, Blueworx releases BVR 7.5 for Linux which adds support for this integration.
New Release of Blueworx Voice Response 7.5 for Linux
Blueworx Voice Response for Linux 7.5 introduces a complete Cognitive Contact Center solution supported by the integration of IBM Voice Gateway and IBM Watson Conversation with Blueworx Voice Response.
Successful enterprises understand the importance of customer loyalty. 52% of people stop using a company’s products or services based on bad customer service interactions. And their opinion matters. Users take reviews into account 88% of the time when deciding if they should start doing business with a company.
The Blueworx team is wrapping up our presence at the IBM THINK event in Las Vegas today. The massive show provided excellent intel on why artificial intelligence will significantly change the way we work today, across every industry on a global scale. AI is a technology that will most definitely change how we view self-service and every kind of customer engagement with businesses. During her on stage opening at Think, Ginni Rometty, President and CEO of IBM, talked about the significance of this time in history and how we are on the verge a major shift. The time where process and technology surge at the same moment has only occurred at two other periods in history – and the impacts are still with us today.
So, the question becomes “What are you doing about it?” How will you embrace this new era of intelligent interactions, cognitive self-service and the balance of man with technology?
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