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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)



Why You Need Data Analytics

Data Analytics identifies real business problems.

Leveraging data to identify real business problems can work for you.

Importance of Data Analytics Solutions

The ability to leverage analytics for all of the business data your company collects in order to solve real business problems is now more affordable than ever before and available to every organization. Implementing and applying automated analytics solutions are essential for understanding all facets of your business. As many companies continue to focus on improving the overall customer experience, analytics can help you understand your customer’s sentiment from any touch point (telephone, email, text, social media, etc.).

Not As Complicated As You Thought

Although there are many different types of analytics solutions available on the market, such as front office (contact center specific) and back office (transaction processing) the secret is to partner with a vendor who will help you every step of the way. Once you select a vendor, this is accomplished by first discovering the root causes, pain points, or product and service issues that may be impeding performance or profitability. Some common items or “notions” that analytics can reveal:

  • Excessive customer complaints about a certain service or product(s).
  • Trends and discovery of repeat calls (“called before…”, “calling again…”, “not fixed…”, “still a problem…” etc.) – over time more samples can be discovered and added to the analytics search, strengthening the discovery of repeat calls improving first call resolution.
  • Compliance issues (internal compliance to defined business processes and external or regulatory compliance).
  • Repeat call subject (desktop screen or transactions) representing the repeat call can be defined by user, and automatically and in real time detected by desktop analytics – actions can be taken in real time, such as coaching, notifications, and next-best-action.
  • Monitoring social media sites to understand the voice of the customer (negative and positive), the competition, your brand and reputation, and selling opportunities.

Starting with a defined notion of the relevant data you want to uncover is key to your success. A vendor must allow you to use your own data for clarity, in small digestible bites, to initially demonstrate the viability of the analytics program. Set up an internal team to own the new analytics program. Run the solution as a test program, review the results, implement recommended changes, and review the outcome (benefits, ROI, etc.). You want a vendor that will educate and guide you and do the work for you, sharing results along the journey. Once you are comfortable with the technology the vendor should be able to create a tailored solution for you without a custom price, and continue to assist your future usage, growth and progress.

Multi-channel Delivery – Not as Expensive as You Thought

Analytics programs do not have to break the bank, and are now available to any organization. Many solutions are offered as on-premise, cloud services, outsourced programs, or hybrid packages. Take advantage of the delivery method that best fits your budget and business needs. Selecting the right vendor will enable you to benefit from the functionality and flexibility of multi-channel analytics solutions as well as cost effective delivery methods.



Incorporating Social Media into Your Contact Center

Social_Media_OutletsCustomer experience is significantly improved when the Voice of the Customer (VoC) is captured from all channels, including customer calls, desktop transactions, emails, chat and text; as well as social media. That’s why it’s beneficial to offer a social media management product like OnviSocial™ with a comprehensive set of management capabilities, including social media capture, engagement, and analytics; as well as automated quality monitoring and assurance of the agents involved with the social media channels.

Enterprises are now fully aware of the impact Twitter, Facebook, and other social media channels can have on their business, branding, and reputation; or the opportunities and business intelligence that can be discovered through monitoring the social media contents. Implementing a social media strategy into the contact centers significantly improves the overall customer experience by enabling contact center agents to proactively engage and respond to negative and positive social comments or requests; or take advantage of the opportunities that can be revealed from mining of the social media contents.

OnviSocial uses a powerful data mining and analytics engine and completes OnviSource’s Omni Channel solutions that currently offer automated capture, QA, analytics and actions for 100% of customer interactions. It is capable of evaluating the web contents for mentions of a company’s products, services, competitors – even employees and industry related mentions. Data can be gathered from many web sources including social media, traditional media, blogs, video and more. OnviSocial, leverages OnviSource’s enterprise and contact center optimization and automation knowledge to create an enterprise-wide solution that effectively utilizes and manages the social media.

Traditionally, contact centers have been slow adopters of social media as a powerful voice of  the customer channel.  This is mainly due to the fact that social media solutions were not fully integrated or unified within contact center technologies and processes. Contact centers require social media channels to be unified and operated similar to other channels and with comparable capabilities in capture, evaluation, QA, automated analytics, and the ability to empower the agents to effectively engage with social media channels, as they do with other contact center channels. OnviSocial fully integrates and makes social media channels manageable by contact centers the same way they manage all other channels.