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Customer Experience Predictions for 2016

Predicting the Future of Customer Service

One business prediction – you will lose customers to the competition if you can not provide a consistent and good customer experience.

Customer Experience Strategies

Many organizations are currently reviewing and planning corporate customer experience strategies and activities for 2016. As you review current processes and procedures and the things you would like to accomplish, looking into the crystal ball and predicting what the future may bring can’t hurt your bottom line.

One clear prediction for all organizations concerns the overall customer experience and how well your customers perceive their interactions with your company. According to Accenture’s 10th Annual Global Consumer Pulse Research, $1.6 trillion is lost by companies that disappoint customers with poor experiences. It’s a nearly 30% increase in the money up for grabs over the last five years as customers switch companies due to a poor customer experience.

Customers are savvy buyers. They demand excellent service from you no matter whom they interact with or how – by phone, chat session, or email.  They view every contact point as one company and expect a consistent experience. And it is no longer just a matter of how much something costs. Consumers, especially B2B, are more than willing to pay a small premium for a great customer experience that is handled cheerfully and efficiently.

Competitive Edge

If price is not always the winning factor, what else can distinguish your company from the competition? The competitive edge is found in delivering a great customer experience. This has to be an overall effort beginning with the pre-sale and continuing throughout the life of the customer relationship. When employees put the customer first, they create goodwill and a true partner relationship. A satisfied customer will continue to use your services and products if they are met with a familiar and pleasant attitude. More than likely, they will even forgive minor discretions or inconveniences if the overall experience is a good one.

This kind of relationship builds customer loyalty with many tangible and intangible rewards. You will receive repeat business, referrals and positive reviews of your company that yield growth and profitability. You will be able to establish your reputation and brand for excellent customer service through long term customer loyalty.

Customer Service Programs

Many companies today have accrued huge stores of customer interaction and/or Voice of the Customer (VoC) data. However, most are challenged with effectively turning it into operational assessments and actionable reports. New solutions for unifying and analyzing data offer users “Business Objectives”, such as an understanding of overall voice of customer, employee and customer feedback, customer journey and customer behavior-reactions. The benefit of these solutions is that they can automatically look for the related customer-centric activities discovered through analytics, integrate the metadata of each activity, and present it as it relates to their business objective. With this type of big data management, your company can really listen to and understand your customers’ true sentiment like never before.

New Year – Old Plan

You don’t want to become a company that experiences big losses from losing unhappy customers. Success ultimately depends on how well you treat your customers, even more so in our “socially-enabled” society, where a negative post can have an immediate and dramatic effect on your business. As Amazon CEO Jeff Bezos passionately said, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” Don’t repeat last year’s mistakes. Be a winning company that gains opportunities by investing and planning in customer loyalty strategies that reinforce your brand, boost your reputation and deliver a great customer experience.

The Cost of Unhappy Customers (Infographic)

http://bit.ly/VUgw7i

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Teleservices Group Transforms Business

OEO Annual Teleservices Meeting

Transform Your Teleservices at the 2016 OEO Annual Meeting.


The OnviSource Equipment Owners Association (OEO) members are OnviSource product users strengthening their investments in OnviSource answer service and teleservices solutions in a true member-vendor partnership. If you want a connection to the best and brightest in teleservices, the OEO and OnviSource can help make that happen.

Helping Teleservices Business Owners

The OEO is an association for business owners and operators who believe they are instrumental in their clients’ success and are passionate about their contribution. OEO is a true partnership with its vendor sponsor, OnviSource, a leading provider of teleservices and workforce optimization solutions. Specialized committees work to keep the OEO organization abreast of the latest advancements in their industry.

  • Technical Committee – Works closely with OnviSource engineering to provide feedback regarding products, enhancements, and new feature requests.
  • Education Committee – Develops live and online events periodically to ensure ongoing training and education around topics of interest to the membership.

OEO Teleservices Member Benefits

  •  INNOVATE – Learn firsthand from OnviSource and market leaders about the future of customer service and teleservices. Find opportunities to improve and grow your business.
  • BEST PRACTICES AND TIPS – Learn what other companies are doing. Implement the best practices for your company to maximize the investment in Onvi­Source products. Offer your suggestions for others to learn from you and your company.
  • NEWEST INFORMATION – The OEO is the conduit to communicate the latest product updates and announcements, as well as upcoming products and solutions.
  • COMMUNITY COMMUNICATIONS – Take advantage of the OEO “ListServ”, an online community of like-minded teleservices operators who can directly correspond and research past discussion topics, OnviSource products, and best business practices. The OEO is the conduit to communicate the latest tele­services industry products and solutions, including industry updates and announcements.
  • ANNUAL MEETING – Face-to-face meetings to engage with peers about top-of-mind topics relevant to you, share ideas, receive exclusive training, learn best practices, answer each other’s questions and see product demonstrations.
    • Chance to win generous door prizes throughout the meeting such as an iPad, and OnviSource services.
    • Hear new ideas and insight from new members, and helpful advice from old ones, as you share and discuss familiar problem areas.
    • Learn about new cost-saving products and solutions on the Onvi­Source Product Roadmap.
    • Relax and enjoy social gatherings with other OEO members. Past meetings included cocktail hour, river cruises, outings, and dinners.

Contact Dan L’Heureux , OEO Director, at dan@callconsult.net for additional information.

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The Ascent of Text Analytics

Use text analytics to uncover true customer sentiment.

Valuable customer insight from all data sources is not utilized to its full potential.

The New Frontier – Text Analytics

In this era of progressive improvements to the customer experience, many companies are searching for new avenues to gain insight into the customer journey using text analytics. Text analytics can be defined as a process for analyzing unstructured text, extracting relevant information, and transforming it into useful business intelligence. Large corporations such as Walmart, Amazon, and Google collect massive amounts of customer data in the Petabyte range and beyond. As enterprises of all sizes struggle to uncover true customer sentiment from unstructured data sources such as social media, surveys, notations in CRM software and service notes, blogs, and many other sources, this valuable customer insight is not being utilized to its full potential.

Preventing a Poor Customer Experience

However, most companies use only a fraction of the customer data that is readily available to them. One of the value propositions for using text analytics is its ability to analyze and classify huge quantities of text and automatically extract meaningful data that really needs to be scrutinized. This yields customer experience information that previously might not have been known or recognized, and used to prevent a repeat, poor customer experience. Text analytics reveals insights into why something is happening. For example, a visitor to a website might not be able to find a product or suitable answer to a question. Text analytics can be used to discover if the issue is related to content, FAQs, or navigation problems.

Root Cause Analysis

The data gleaned from text analytics can also be used to determine the root cause of problems (known or unknown), and companies can begin to anticipate or predict problems by analyzing customer interaction data. Just as speech analytics can unveil customer sentiment by automatically identifying key words and phrases from customer telephone calls, text analytics adds to the wealth of unstructured customer information that can be extracted, transformed and loaded into subject-oriented categories delivering new possibilities for enhancing the customer experience.

  • Trend analysis
  • Tool to make strategic business decisions
  • Predict and forecast customer behavior patterns
  • Deliver an improved customer experience
  • Companies are realizing that all employees must listen to their customers, or they will become fair game for the competition

http://bit.ly/1Hpydkn

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