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Context Matters: Announcing Context Service for Better Customer Care

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some questions about set-up. Are you calling about that same issue, or can I help you with something else?”

Calling customer service is never this painless or this easy. I usually start what can become a long, frustrating phone call by entering my account number into an interactive voice response (IVR) system. Typically, a customer service agent asks me to repeat it moments later. My call becomes a painful process of repetition. I provide numbers, ordering history, past calls to customer service, and loads of other information. And that’s before ever getting to how to solve the problem I called about in the first place.

But fast, painless, personal customer service is no longer just a dream.

Introducing Context Service for Cisco Contact Center

Today, we’re announcing Context Service for Cisco Contact Center, a cloud-based solution that tracks a customer’s critical contextual data and immediately delivers it to the service agent. Context Service integrates data from the various ways a customer can interact with your business – such as voice, chat, social media, email and web – to help the agent be better informed and make that service experience more appealing.

Context Service Diagram

With Context Service for Cisco Contact Center, a customer service agent has Read More »

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Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as:  Read More »

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The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit

In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical references, a loyal following for the band endures even in 2015.

One of the hits, Do It Again raced up the charts as a pop-music rarity – a hit song in a minor key. Most Steely Dan fans have concluded that it’s about a gambler that must return to the tables. For a vintage rendition of the song, check out this link:

I had a recent experience that highlights just how much Do It Again resides in today’s contact centers. After being unable to locate the answer to my question on their web site, I engaged a long-time financial-service provider supplier for live help. Read More »

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Back to the Future in 2015: Marty McFly’s Contact Center

In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!

But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.

Moving from Multichannel to Omnichannel

And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.

Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?

Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.

Speaking of customer journeys, omnichannel allows you to Read More »

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“Who Can it Be Now?” is No Longer a Legitimate Question in the Call Center

blog image ZT call center 1_2015In 1982, the Australian group Men at Work reached the #1 spot on the Billboard music charts with a song titled “Who Can it Be Now?” The accompanying early MTV-era video proved to be extremely popular, portraying a visitor to an apartment peering through a keyhole. And it didn’t hurt that lead singer Colin Hay had a very interesting set of eyes to feature in the short. In case you haven’t seen this classic, check it out here:

Unfortunately, the very same paradigm hinders today’s customer-experience strategies. We invite customers to our businesses, and when they arrive we often ask the equivalent question: “Who are you?” This is still true in today’s contact centers, where customers are asked to self-identify through any number of authentication processes.

What’s difficult to grasp is that many Read More »

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