Joined-Up Customer Service

March, 2011

Customers expect first-class service, no matter what the channel of contact. To earn the label 'first-class', we believe customer service must be 'joined-up' in the key areas outlined here.

This month we return to our favourite topic of how to deliver top quality inbound services (help desk, customer service, technical support, etc).

Consumers are a smart bunch these days, with high expectations of a customer service call center. They want to be able to

  • contact you in the manner and at the time of their choosing
  • get a fast, knowledgeable response
  • have their query, purchase or request satisfied, first time

No matter what is going on behind the scenes at the call center, and no matter what the channel of contact, customers expect first-class service.

To earn the label ‘first-class’, we believe customer service (to borrow a UK government buzz phrase) must be ‘joined-up’ in several key areas:

  1. Joined-up channels– multi-media/ multi-channel communications
    Customers expect that no matter how they contact you, the left hand will know what the right hand is doing; for instance, the agent responding to your email will know that you phoned last week. For that to happen, your software must be able to collect data centrally from all channels.Customer interactions spawn sessions that get managed in queues. And service levels should be set for all queues. So your software has to monitor your queues and switch agents when service levels are exceeded. This means automatic swapping of agents between queues (email, web chat, voice, social media, etc. – sometimes called multi-media blending) subject to agents having the right skills.
  2. Joined-up data – information sharing
    Have you ever seen the movie Groundhog Day? The main character relives the same day with the same events over and over. That’s how it can often feel talking to a call center; you give information, you get transferred, you give the same information again, you get transferred again, etc. Joined-up customer service removes this burden by sending any and all relevant data with the voice transfer. The customer gives the information once, and it is remembered throughout any subsequent interactions. This is not rocket science. But how many times have you had to suffer this frustration?Also, the agent needs access to the right tools and information in order to be effective. For instance, the Dyson call center in Wiltshire, UK, gives agents easy access to every model they have made, physically in the center of the room. The agent can touch and see the correct model and talk to the customer at the same time. The result? First-class joined-up customer service, every time.
  3. Joined up agents – location transparency
    When you contact a contact center, you don’t care if the agent is in his bedroom or on the call center floor provided that he has the tools and information to be able to help you. This means that all tools must be available in a browser, including access to any database or 3rd party tool for appointment setting, stock availability, etc.
  4. Joined-up history – interaction transparency
    If a customer has bought something from you, or had any previous contact, she expects you to know all about it. This means fast access to the database to see all previous interactions. The customer record will also need to be updated on the fly by any agent or supervisor, and this will need smart database access management.

With the increasing consumer use of social media, you simply cannot afford to offer poor customer service. The world will know in minutes, and you will be up to your ears in damage limitation.

And don’t invest on a promise. If you are reengineering your customer service to meet some of these challenges, be demanding and don’t part with your cash until you know you have a system that delivers.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app