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INFORM Branded Call Display from First Orion

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Are you tired of appearing as an unidentified caller on your customer’s phone? If so, we have the solution for you! Introducing INFORM Branded Text Display from First Orion. With INFORM, you no longer have to worry about your customers seeing a random unknown caller, which can result in wasted time, money, and a negative experience for both you and your customers. Instead, when using INFORM, your customers will see your 32-character business name prominently displayed on their incoming call screen and in their call log. This not only enhances your professional image but also ensures a more recognizable and positive interaction with your customers.

Your brand. Your customer. Your call. When your customers know it’s you calling, they’re ready to do business. Get to know INFORM Branded Call Display from First Orion. With INFORM, your customers don’t see a random phone number, an unknown caller. Instead, they see your 32-character business name right on the call screen and the call log. INFORM now features Paired, our cutting-edge anti-spoofing technology that prevents bad actors from spoofing your phone numbers. And with the best analytics in the industry, INFORM can help you hone your call strategy to get the best results and improve your bottom line. It’s time to see what INFORM can do for you! Visit  townerkc.com/request-a-demo/

 Want to see what First Orion is all about? Check them out at https://firstorion.com​.

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Mitel Successfully Completes Acquisition of Unify in Transaction with Atos

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Mitel Successfully Completes Acquisition of Unify in Transaction with Atos

Mitel Finalizes Acquisition of Unify, Elevating Combined Company to #2 Globally in Enterprise UC and Setting the Stage for Continued Expansion

The recently completed transaction with Atos has propelled the unified Mitel and Unify entity to the second position worldwide in enterprise Unified Communications (UC). This strategic move reinforces regional dominance, securing the top position in EMEA for both enterprise UC and DECT, while also claiming leadership in UC, DECT, or a combination thereof in over 20 countries. Boasting a collective customer base exceeding 75 million users across 100 countries, the newly formed company establishes an extensive go-to-market presence with over 5,500 resellers, service providers, technology partners, and strategic alliances.

Mitel’s and Unify’s combined communications and collaboration portfolio is now poised to offer enhanced choice and flexibility to a broader clientele spanning diverse regions, verticals, and size segments. The completion of this acquisition aligns with Mitel’s commitment to advancing global business communications and solidifies its position as a leading force in the industry.

Sunnyvale, Calif.–(BUSINESS WIRE)– Mitel, a global leader in business communications, proudly announces the successful conclusion of its acquisition plans to integrate Unify, the Unified Communications and Collaboration (UCC), and Communication and Collaboration Services businesses (CCS) of the Atos group. The terms of the transaction remain undisclosed.

The transaction solidifies the combined company as a global force in the unified communications (UC) sector, securing the second position in global market share for enterprise UC. It enhances regional leadership with the number one spot in Europe, Middle East & Africa (EMEA) and over 10 individual countries. Additionally, Mitel strengthens its global leadership in multi-cell Digital Enhanced Cordless Telecommunications (DECT) and secures the leading position for DECT in EMEA, Latin America, and 19 countries.

The Mitel and Unify merger results in a combined customer base exceeding 75 million users across 100 countries. The expanded community includes over 5,500 resellers, service providers, technology, and strategic alliance partners, poised to assist organizations in modernizing their communications capabilities to meet the evolving needs of the workplace.

Tarun Loomba, President and CEO of Mitel, assumes the role of President and CEO for the combined company. Marcus Hänsel, CEO of Unify, is appointed Chief Sales Officer, leading Mitel’s global sales and services functions. The executive teams of both companies collaborate, bringing expertise to various roles and strengthening the company’s workforce to over 5,000 employees worldwide.

The acquisition adds Unify’s voice platforms, collaboration, and contact center products to Mitel’s portfolio, broadening the company’s ability to offer choice and flexibility to customers. The combined entity aims to provide greater value in core verticals like healthcare, public sector, hospitality, and financial services through specialized solutions and integration capabilities.

Mitel and Unify customers can expect continuity in services, with the commitment to notifying them of any future plans, upgrade opportunities, and new capabilities. The integration process aims for a smooth transition for resellers and strategic technology partners, with a unified partner and alliance program on the horizon.

The company is actively working on integrating go-to-market processes, portfolio roadmaps, and organizational structures to create a world-class set of offerings and programs. Mitel plans to unveil its vision for integrated portfolio and partner programs in early 2024.

Source: MZA Ltd CY 2022 Analysis

About Mitel Mitel, a global leader in business communications, connects over two billion business connections, enabling businesses and service providers to collaborate and offer innovative services globally. For more information, visit www.mitel.com and follow us on LinkedIn and Twitter @Mitel.

Mitel is a registered trademark of Mitel Networks Corporation. All other trademarks are the property of their respective owners.

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Revolutionizing Contact Centers: Enhancing Agent Productivity and Satisfaction Through Branded Call Solutions

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Branded Call Solutions

Contact centers are infamous for their exceptionally high rates of agent turnover and attrition. As per a 2021 survey conducted by NICE among contact center agents in the United States and the United Kingdom, the attrition rate in these regions was an astonishing 42%. This represents almost twice the average employee turnover rate, typically hovering around 20%, that other industries contend with.

The survey pinpointed various factors contributing to this elevated agent turnover. However, there’s an additional crucial factor that significantly influences agent satisfaction and employee retention: the level of ease, or lack thereof, in establishing meaningful connections with customers through the voice channel.

What Agents Want:

As per the same survey, nearly 75% of customer service agents revealed that improved compensation has the most significant influence on their decision to either stay in their current job or seek other opportunities.

However, it goes beyond just pay; agents also seek assurance that their employers are dedicated to not only their financial stability but also their career development and job contentment.

Nevertheless, only 30% of agents believe their organizations are actively investing in the retention of contact center agents. Additionally, 38% of agents feel that contact centers are making minimal or no efforts in this regard.

These findings underscore that agents are no longer willing to wait for businesses that do not prioritize their needs and preferences.

Moreover, when nearly half of agents mention that they willingly left their previous positions in pursuit of opportunities that could better cater to their requirements, it becomes evident that agent satisfaction is a significant concern within the industry.

To retain talent and demonstrate a commitment to investing in your agents, Branded Communication stands as a powerful asset in your arsenal.

Branded Calling is a Contact Center Game-Changer:

Branded Communication represents our innovative branded calling solution, revolutionizing the phone call experience.

INFORM® is a customized branding solution consisting of 32 characters, allowing all outgoing calls to display the caller’s business name and the purpose of the call.

With this enhanced visibility, individuals readily answer their calls; a significant 75% of consumers express a willingness to pick up when they see the business’s name and the call’s purpose displayed on their mobile device.

An Agent Time Saver:

Repeatedly calling a client without any assurance of them answering can be extremely frustrating and mentally taxing for agents. When more individuals respond to the initial call attempt, agents avoid the inefficiency of making redundant calls. This saved time directly equates to cost savings.

In a 2022 Forrester TEI Report commissioned by First Orion, a contact center manager in the healthcare sector illustrated the substantial financial benefits their contact center reaped from implementing INFORM.

Following the deployment of INFORM, the organization witnessed an impressive 8% rise in agent answer rates, leading to nearly half a million dollars in savings by reclaiming agent time!

Increase Callbacks:

Callbacks can be a source of frustration for both customers and agents alike. Think about how often you can actually pick up calls in real-time. Customers are no different, which underscores the significance of effective branding in call history.

With Branded Communication, you can put your worries about whether a client will return your call after a missed connection to rest. This innovative solution preserves a business’s branding in the call log, encouraging more customers to return missed calls.

Faster Conversions:

Clearly identifying calls not only leads to a higher answer rate but also accelerates the pace of conversions.

Balboa Digital, an expanding call center, faced a challenge in getting customers to respond after submitting form-to-call loan applications. However, once the contact center integrated Branded Communication into its outbound calling approach, it experienced remarkable results: a staggering 54% increase in overall conversions and an impressive 76% surge in first-call conversions!

Increase Team Moral:

Content employees not only contribute to job retention and reduced turnover rates but can also clandestinely enhance productivity.

A study conducted by Oxford University unveiled that contented workers exhibited a remarkable 13% increase in productivity compared to their unsatisfied counterparts in the workplace.

Thanks to the elevated rates of call response, conversion, and engagement facilitated by INFORM branded calling, agent satisfaction and overall employee morale are poised to experience a significant upswing!

Give Your Team The Tools They Need To Be Successful:

Branded Communication is a contact center game-changer with proven results that boost employee morale and reduce high turnover rates.

Want to see what a branded call can do for your business? Try a free demo of Branded Communication and see the difference a branded call makes!

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Is Your Phone System Putting Your Business on Hold?

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Is Your Phone System

Modernize your business communications with a move to the cloud!

CUT COSTS. IMPROVE PRODUCTIVITY. 

CREATE BETTER CUSTOMER EXPERIENCES.

Your business phone system may have served you well, but will it help take your business to the next level or hold you back? If you want to keep up with the ever-changing workplace environment, high customer expectations, and technology advancements, it is time to switch to a cloud communications provider that can not only get you there but also reduce your costs.

Elevate is an all-in-one cloud communications platform that brings you a business phone system, chat, video conferencing, business texting, file sharing and storage, and so much more. Moving to a cloud communications platform is one of the easiest and quickest ways businesses can cut costs while improving business performance.

WHAT TO CONSIDER WHEN COMPARING BUSINESS COMMUNICATIONS SYSTEMS

ON-PREM PHONE SYSTEM

CONSIDERATIONS

ELEVATE CLOUD
COMMUNICATION PLATFORM

While you may have paid off your phone
hardware, there are ongoing maintenance,
support, phone line and long-distance costs.

COSTS

One low, per user cost includes collaboration services, phones, phone lines and long distance. And there’s no maintenance, upgrade, or support costs. 

This system is designed to only support
voice features (voicemail, call-forwarding,
call-waiting, call groups, etc.)

FEATURES

The modern workforce requires voice,
chat, video conferencing, business SMS,
file sharing and storage. And desktop and
mobile apps are included.

It’s tied to your office. Employees must be in the office to utilize the phone system. 

EMPLOYEE
PRODUCTIVITY

Lets customers communicate with your business in multiple ways including text. And, gives you tools to ensure customer interactions are quick and positive.

Not designed to provide great customer experiences

CUSTOMER EXPERIENCE

The modern workforce requires voice,
chat, video conferencing, business SMS,
file sharing and storage. And desktop and
mobile apps are included.

This system is made of hardware with software and will not get the latest technology

NEWEST TECHNOLOGY

You will always get the latest technology available, including AI and business analytics, and whatever comes next

A standard on-prem phone system is a depreciating asset which will ultimately be worthless.

FUTURE

The Elevate cloud communications
platform will continue to get better and
better as new features are added and
new technology is available

Phone System Update
Request A Quote

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Revolutionizing Business Communication: Unveiling Intermedia’s Spark AI Feature

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Spark AI Header

In today’s fast-paced business landscape, staying ahead of the competition requires not only efficiency but also innovation. Imagine a communication tool that not only connects your team seamlessly but also empowers them with smart, AI-driven capabilities. Look no further – Intermedia’s Spark AI feature is here to transform the way you collaborate and communicate.

The Power of AI Unleashed

Introducing Spark AI, a groundbreaking feature within the Intermedia communication suite that leverages the power of artificial intelligence to elevate your business interactions. Gone are the days of manual tasks and fragmented communication; Spark AI takes communication to a whole new level by intelligently anticipating your needs and streamlining your workflows.

Key Benefits

1. Smart Scheduling and Reminders

Spark AI becomes your personal assistant, making scheduling a breeze. It analyzes your calendar, identifies optimal meeting times, and suggests slots that work for all participants. No more back-and-forth emails trying to coordinate schedules. Additionally, it sends timely reminders to ensure you never miss an important meeting again.

2. Effortless Document Management

Say goodbye to the hassle of searching for documents across various platforms. Spark AI understands context and retrieves files based on your conversation topics. Whether it’s the latest presentation or a crucial report, you’ll have what you need at your fingertips, without the headache of manual searching.

3. Real-time Transcription and Summaries

Meetings are more productive when everyone is on the same page. Spark AI’s real-time transcription feature captures meeting discussions, creating accurate and detailed transcripts. But it doesn’t stop there – it also generates concise summaries, highlighting action items and key takeaways so you can focus on execution instead of note-taking.

4. Instant Language Translation

In today’s globalized world, communication knows no bounds. Spark AI eliminates language barriers by providing instant translation during chats and video calls. Collaborate seamlessly with colleagues, clients, and partners from around the world without the need for external translation tools.

5. Enhanced Security and Compliance

Intermedia understands the importance of data security and compliance. Spark AI features robust security protocols to ensure that your sensitive conversations and information are safeguarded. Rest easy knowing that your communications are protected at all times.

Embrace the Future of Communication

Spark AI is not just a feature; it’s a game-changer. It empowers your team to communicate more efficiently, make better-informed decisions, and drive productivity to new heights. Say hello to streamlined collaboration and bid farewell to communication barriers.

Ready to experience the future of business communication? Unlock the potential of Spark AI today with Intermedia’s comprehensive communication suite. Elevate your team’s capabilities, enhance your workflows, and embrace the era of intelligent communication.

Don’t get left behind – embrace the AI revolution with Intermedia’s Spark AI feature. Your journey to smarter, more effective communication starts now.

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Contact Center CRM Integrations

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Contact Center CRM

Contact Center CRM Integrations:

What you need to know

The foremost method of gathering and structuring customer-related data is through Customer Relationship Management (CRM) software. Notably, recent research reveals a substantial surge in the adoption of CRM systems, as businesses increasingly emphasize service and relationships in their competitive strategies.

If you have yet to fully harness the potential of this technology within your contact center, how can you unlock the utmost advantages of a CRM? Uncover a comprehensive guide to effectively utilizing a CRM system for your contact center operations.

Key Points:

  • A high-quality CRM system is a vital asset for enhancing productivity and delivering exceptional customer service within a contact center environment. Beyond this, your CRM facilitates seamless team collaboration and efficient data aggregation.
  • Furthermore, the utilization of a CRM can significantly enhance employee tracking and evaluation processes, contributing to improved performance assessment.
  • When seeking a suitable CRM solution, prioritize features such as cloud connectivity and seamless integration with third-party tools, as these aspects play a pivotal role in maximizing your CRM’s capabilities.
  • Ultimately, the selection of a CRM should be guided by its compatibility with your specific contact center needs, ensuring a harmonious fit, and by evaluating its potential return on investment as a critical decision-making factor.

The Crucial Role of a Contact Center CRM in Achieving Your Success

Contact center CRM software efficiently gathers and arranges information concerning your leads and customers within a unified, user-friendly platform. This tool empowers your agents to effectively handle interactions spanning various communication channels.

Given the rapid rise in popularity of contact center CRM solutions, it’s safe to assume that your competitors are utilizing this software to enhance customer relationships and present themselves favorably. Embracing the same approach is highly recommended.

Notably, small and medium-sized enterprises stand to benefit significantly from this technology. The software enables these businesses to deliver the personalized attention that buyers frequently anticipate from more modest operations.

Exploring the Benefits of Utilizing a Contact Center CRM

When implemented correctly, a contact center CRM provides a range of advantages that can significantly enhance your operational efficiency.

 

xcrm_real_time_benefits

Enhanced Agent Insights and Improved Team Collaboration

Your contact center CRM equips your agents with real-time information about a caller’s situation 24/7. This empowers your agents to deliver personalized service and enhance first-call resolution rates effectively.

Furthermore, a CRM fosters improved teamwork within your team to swiftly address customer issues. Access to relevant information is streamlined, eliminating the need for file exchanges and time wastage.

By providing convenient access to essential tools and resulting in satisfied customers, agents experience a sense of achievement and heightened engagement.

Enhanced Customer Journey

The main objective of contact centers is to enhance customer satisfaction and increase revenue. By utilizing a CRM, you gain access to more comprehensive information and improved collaboration, leading to a smoother customer experience and the cultivation of brand loyalty.

It’s essential to remember that people perceive your brand as a unified entity, anticipating prompt and personalized interactions with each interaction. When customers are required to reiterate information to agents during subsequent communications, your company’s responsiveness appears diminished, and there’s a risk of seeming inept.

With the aid of a contact center CRM, all interaction details are consolidated in one location. Any agent engaging with a caller can seamlessly continue from where the previous agent left off, ensuring a seamless customer journey.

Improved Data

Data has evolved into the paramount asset for enterprises. Your contact center CRM offers enhanced accessibility to insights regarding your clients and operations, facilitating improvement. Consequently, you can make more informed choices that culminate in heightened revenue.

Moreover, the surplus data aids in refining employee training. By comprehending optimal practices during caller interactions, you can guide agents on more efficient communication strategies. Teams gain insights into the data that holds greater significance for your overall financial performance.

Essential Attributes for Your Contact Center CRM: What Should You Look For?

Unlocking the Advantages of Your Contact Center CRM Hinges on Appropriate Features. Verify the Inclusion of the Following Attributes in Your Software.

Cloud Integration

Your CRM should transcend mere local software and align with your contact center system by seeking a cloud-based solution accessible from anywhere. This enables efficient management of remote and hybrid teams.

Exceptional Customer Service

Assess the customer service track record of a contact center CRM provider. Technology is inherently imperfect, and potential challenges might arise concerning integrations or specific functions. Ensure the vendor’s reliability in providing the necessary assistance should any issues arise.

Automated Customer Reporting and Analysis

Discover a contact center CRM that streamlines the bulk of data gathering and analysis. When faced with decisions regarding marketing, products, services, and operations, the data becomes a dependable resource for informed choices.

By incorporating automation, you alleviate your team from laborious manual data entry. Research indicates that manual processes remain a significant hurdle for CRM users, making automation a pivotal solution.

 

xcrm_challenges

Selecting the Optimal CRM for Your Contact Center: How to Decide

A multitude of choices exist when it comes to CRM software. To pinpoint the ideal solution, seek out software that aligns with your industry. For instance, healthcare firms might seek an application akin to MEDITECH, tailored for electronic health record management.

Moreover, your business expenditures should perpetually contribute to revenue growth. Compute the potential return on investment stemming from a contact center CRM. Utilize these calculations to determine the suitable budget and discern which supplementary features warrant the additional expenditure.

 

Which Communication Software Aligns Perfectly with Your Contact Center CRM?

The efficiency of your contact center CRM hinges on a range of elements, with the caliber of your communication software playing a pivotal role. Partner with a trustworthy provider like Towner. Reach out to us for insights into our Contact Center solutions, seamlessly integrated with your CRM.

Contact US

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Unified Communications & Collaboration and Why Should I Care?

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Unified Communications & Collaboration and Why Should I Care?

What Does Unified Communications and Collaboration (UCC) Mean?

Unified Communications and Collaboration (UCC) integrates communication forms like voice, video, and data services with software applications. This creates a cohesive environment that enhances business processes by making it easier for employees to connect, collaborate, and communicate effectively.

Key Components of UCC Include:

  • Instant Messaging: Real-time text communication between individuals or groups.
  • Presence: Knowing whether a contact is available, busy, or offline.
  • Unified Messaging: The ability to retrieve all messages (voicemail, email, SMS) from a single inbox.
  • Conferencing Applications: Tools for connecting large groups to share information and ideas seamlessly.
  • Teamwork Applications: Software that supports collaboration on group projects.
  • Video Conferencing: Enables video communication across PCs, mobile devices, and room-based systems.
  • Mobile Applications: Extends UCC capabilities to smartphones and tablets, ensuring communication continuity.

The Impact of Unified Communications and Collaboration

In today’s hyper-connected, always-on business environment, organizations face unprecedented pressure to operate swiftly and efficiently. Quickly finding the right people, accessing vital data, and exchanging information can determine your business’s success.

Unified Communications and Collaboration addresses these challenges by enabling more intuitive and efficient connections. UCC simplifies connectivity and improves business processes by uniting real-time and historical communication, like voice, video, and data services, into one environment.

Three Major Benefits of Unified Communications and Collaboration

Adopting a UCC strategy offers three significant benefits that can dramatically enhance employee collaboration and productivity:

1. Reduce Time Wasted

UCC provides real-time presence information across your organization, allowing employees to see their coworkers’ availability instantly. This feature reduces communication delays, enabling faster decision-making by helping you reach the right person quickly. According to a study by Frost & Sullivan, companies that implemented UCC solutions saw a 15% reduction in time spent on daily communications.

2. Connect Geographically Dispersed Employees

With businesses increasingly operating on a global scale, UCC is essential for bridging geographical distances. In Mid-Missouri, where teams are spread across Jefferson City, Columbia, and beyond, UCC enables real-time collaboration without in-person meetings. This capability ensures that your top talent, regardless of location, can contribute effectively to projects.

3. Provide Freedom of Choice for Maximum ROI

A comprehensive UCC strategy enables a mobile-first, any-device approach, letting employees choose their preferred communication methods. With BYOD policies on the rise, Columbia and Mid-Missouri businesses find that UCC reduces Shadow IT risks and boosts productivity. Gartner reports that companies adopting mobile-first UCC strategies see a 25% increase in employee satisfaction and engagement.

Proven Results of Unified Communications and Collaboration

Studies continue to show that UCC helps organizations save time and money by improving communication efficiency. For example, seamlessly switching between communication methods, like turning a chat into a conference call, greatly enhances information exchange. Organizations that implement UCC solutions reduce expenses related to employee downtime, travel, and mobile work by an average of 43%.

A Nexus study found that over 60% of firms using UCC save three hours a week per mobile worker. For Mid-Missouri businesses, this adds up to 12 extra hours of productivity per employee monthly—time for growth and innovation.

Frequently Asked Questions (FAQ) for Columbia and Jefferson City Businesses

Unified Communications and Collaboration (UCC) is more than just a technological upgrade—it’s a strategic initiative that can transform how your business operates. For companies in Jefferson City, Columbia, and across Mid-Missouri, implementing a UCC strategy can lead to significant improvements in efficiency, communication, and employee satisfaction.

Ready to bring your business to the next level?

Contact Towner Communications today to learn how our UCC solutions can help your Mid-Missouri business thrive.
Contact Towner

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Your Contact Center is Your Competitive Advantage

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Why Your Contact Center is Your Key Competitive Advantage (Video)

In this video blog, Mitel’s General Manager for Contact Center Brian Spencer discusses how mobility and big data are influencing customer experience, and how to transform your traditional contact center into a customer experience center for a sustainable competitive advantage.

Video transcript:

I’m Brian Spencer, the General Manager for Mitel’s contact center business, and I’d like to share with you our vision for the contact center as it evolves into the “customer experience center.”

Today’s consumers – they’re different. They’re not waiting until they get home to pick up the telephone and call into an organization to handle personal business. They’re working in real time. They want instant access to services – how they want it, when they want it. They’re typically going to start on a mobile device using a mobile app or a mobile website, some sort of digital tool. And, often, they’ll complete an end-to-end engagement and access the services they need autonomously, completely on their own.

Think about how you may engage with mobile banking. I know when I engage with mobile banking, I handle everything through the mobile app or the web app. In fact, I can’t remember the last time that I interacted face to face with a teller at the bank. That’s how consumers want to access goods and services, and that’s going to permeate businesses of all shapes and sizes moving forward – even yours.

So, my vision of the future is taking myriad contact centers and converging them into a center of excellence – a customer experience center – that is focused relentlessly on driving positive customer outcomes to create customer retention, loyalty, and long-term, lifetime customer value. How is that going to happen? Think about the customer journey. Your customers will engage through the mobile or digital tool of their choice. They’ll be on a mobile app and they’ll hit a point where they need to interact with a human. Today, there’s nothing more frustrating than getting 80 percent through accessing a service, having to stop, place a telephone call and start all over.

In the future, they’ll be accessing that service, they’ll hit the point where they need to interact with a human and, right through that mobile app, natively, they’ll be able to start a communication channel – maybe text-based, maybe voice-based, maybe video-based or using some media we’re not even thinking about today. But, in any case, it will come into that center of excellence, hit the right person at the right time – someone who’s relentlessly focused on pleasing them, who knows exactly what they’ve been through already and is able to pick up that conversation, creating a seamless transition from the digital tool to live assistance. They’ll be able to handle that sophisticated or more complicated requirement that couldn’t be handled through routine automation.

All of the data from that interaction will be captured, and business analytics will be used to allow management to constantly adapt the tools and the customer experience center processes and technologies to optimize the interfaces that customers want to use, increasing the level of service available through automation and also increasing the sophistication that the workers have in their ability to satisfy more complex tasks when engaged. They will be able to use that information to create a sustainable competitive advantage for your business, because you will be pleasing your customer better than your competitor down the road.

That’s our vision for contact centers transforming into customer experience centers in the future. I hope you share that vision and come along for the ride with Mitel and Towner Communications.

by the Experts at Mitel

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Avoid a Customer Experience Horror Story

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10 Ways to Avoid a Customer Experience Horror Story

Black woman with square earrings using headset at a call centerDo you always deliver a great customer experience?

Looking for new insights into effective practices?

How can you solve customer experience challenges?

Improving customer experience is a top priority for today’s executive because of the impact it can have on the bottom line. With the variety of communication methods now available, managing the customer experience is more complex than ever before. For today’s contact centers, it’s vital to study customer service best practices from a variety of verticals to learn and adapt your strategy for success — which is why we’re looking to help out.

Download the article for some harrowing tales of terror from prominent customer service experts, and find out how they were resolved — or how they could have been avoided in the first place.

Check out these excerpts from the experts:

“Processes and categories only go so far when dealing with human beings.”
Jeannie Walters, CEO, 360 Connect

“Convey the right information from the beginning.”
Roy Atkinson, Senior Writer/Analyst, UBM Tech

“You always have control to deliver amazing customer experiences.”
Shep Hyken, CAO, Shepard Presentations

“Mistakes happen. It’s what happens next that matters.”
Dave Evans, VP Social Strategy, Lithium

11 Lessons for Avoiding Your Own Horror Stories

  1. Invest in measuring, monitoring and incentivizing consumer-centric behaviors.
  2. A single interaction can make or break a customer experience.
  3. Understand the customer’s end-to-end experience to avoid breaks in the chain.
  4. Don’t wait for customers to contact you. They love when you take the initiative.
  5. Don’t make it difficult to do business with you—make it enjoyable.
  6. Constantly monitor interaction quality and be on the look out for “bad seeds.”
  7. Use your data to improve your customer experience—it’s full of hidden gems.
  8. Eliminate issues out of agents’ control so they can put their best feet forward.
  9. Know your customers well and treat them well—loyalty drives revenue.
  10. Your customers are always evolving, so take the opportunity to grow with them.
  11. Give agents tools and scripts to ensure they deliver the right message the first time.

Making the Best of Your Contact Center Experience

You have one chance to make a lasting impression with your customers. A contact center solution can help you enhance the customer experience from the moment calls reach your Interactive Voice Response (IVR) system to call resolution. They help you to attract and retain customers, and please them for less.

When it comes to customer satisfaction, Swanson Health Products is America’s #1 rated catalog/Internet merchant. So when they needed a solution that would help them track and handle their calls, emails and chat, they turned to Towner Communications MiContact Center.

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Key To Effective Digital Customer Experiences

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Key Ingredients for Effective Digital Customer Experiences

Digital Customer Experiences

To achieve maximum competitive advantage, a digital customer experience strategy must be built on four key elements: Personalized experiences, quick response times, relevant information, proactive experiences.

Personalized experiences

Potential customer enquiries can come from anywhere. Being truly digital means enabling customers to connect the way they want, when they want, and from where they want. Existing customers must be identified and any new customers must be profiled. And, all customer data across all media channels should be retained for the entire duration of the customer relationship.

Quick response times

The digital customer experience has no room for delay. Speed, accuracy, and timeliness of the initial interaction are paramount and all media must offer appropriate self-service capabilities. Bottlenecks should be eliminated. And, forecasting tools should be used to help managers optimize the workforce with the most productive and efficient agent staffing levels.

Relevant information

Important customer information should be captured during all stages of an interaction and carried throughout the entire life cycle of the interaction and customer history. By constantly building and maintaining a relevant picture of the customer and all the data that surrounds him or her, employees can provide a more personal, engaging, and timely service that reduces customer churn and inspires loyalty. Integrating an organization’s customer relationship management (CRM) system with its communications platform helps share customer data across business departments. This data is extremely important for spotting untapped opportunities to increase revenue per customer and to feed into macro-level data analysis that informs wider strategic business decisions, from marketing strategy to service design.

Proactive experiences

The customer experience can be improved dramatically by using customer information to anticipate events, act upon scheduled events, and plan resources more effectively. With the right information, a business can use mass messaging or individual, personalized messages over voice, email, or SMS channels to provoke a response from the customer (e.g., reaching usage limits, appointment/late fee reminders, etc.). This is preferable to reacting to unplanned customer enquiries. Here at Towner Communications, we’ll help lower the potential for problems that could reduce customer loyalty. And, it improves agent morale by enabling repetitive enquiries to be satisfied proactively through self-service options.

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