Images of the event by Ruth Llausí.

In partnership with Webpilots Spain, and with the support of Relación Cliente and the AEERC association, we brought together leading contact centre professionals to discuss the impact of Artificial Intelligence in the sector.

We invited Daniel Vidal, lawyer and Legal Director of Webpilots Spain, to speak to us about the main challengesthat contact centre operators must face when implementing this technology in their business.

His presentation was based on three main pillars: what is Artificial Intelligence, how is it applied in the contact centre and what are the legal issues involved in its implementation.

WHAT IS ARTIFICIAL INTELLIGENCE?

It’s clear that AI is everywhere, but do we know what it is? It is essentially a combination of techniques: Machine Learning, Deep Learning and Natural Language Processing.

It is mainly used to analyse large amounts of data, automate processes and generate content of all kinds.

HOW IS AI USED IN THE CONTACT CENTRE?

Artificial Intelligence applied to customer service is often used as a virtual agent.

Capable of handling any channel, verbal or written, in any language, and able to recognise the customer’s intent and purpose.

Once the conversation flow has been configured, the virtual agent is ready to recognise the customer’s needs and either offer self-service or transfer the conversation to a designated agent.

Virtual agents can also be used to assist agents during a conversation, either by generating suggested responses or by providing data to help resolve queries.

WHAT LEGAL ISSUES DOES AI RAISE?

This technology is crucial not only for optimising contact centre services, but also for meeting the legal requirements of the future Customer Service Spanish Law.

AI will therefore be our main ally in streamlining service processes, centralising ticket management, transcribing calls and being available 24/7.

However, it will be necessary to keep in mind that service companies will have to inform about AI processes in their general terms and conditions, according to the current and applicable European Digital Services Regulation, and take appropriate measures to comply with the GDPR.

La entrada We talked about AI in the contact centre: Recap of the first CX Brunch se publicó primero en Enreach ES.

El 22 de febrero, uniremos nuestras fuerzas para presentar la primera edición del CX Brunch, un evento conjunto que tiene como objetivo explicar los principales retos que deben plantearse los operadores de contact center ante la adopción de la Inteligencia Artificial.

Esta tecnología emergente es clave, no solo para la optimización de los servicios de contact center, sino también para poder afrontar los retos e imperativos legales que enfrenta el sector, desde la futura Ley de Atención al Cliente hasta el Reglamento General de Protección de Datos.

En este primer CX Brunch, queremos aportar a la comunidad empresarial del sector de atención al cliente en Barcelona las claves en la ponencia de un gran experto en el campo legal, como el jurídico de la Inteligencia Artificial y la atención al cliente. 

A su vez, disfrutaremos de un agradable tiempo de networking en el cual podremos compartir e intercambiar opiniones con profesionales de este, nuestro querido, sector.

Esta es la agenda del evento:

• 11:00 – 11:15h | Bienvenida: Cálida e inspiradora bienvenida de Luis A. González, Head of CCaaS Sales de Enreach Spain.
• 11:15 – 12:45h | Últimas tendencias de la IA en el Contact Center: De la mano de Daniel Vidal, abogado y director jurídico de Webpilots España, profesor en diferentes entidades académicas, asesor y business-oriented speaker en ámbitos vinculados a los aspectos jurídicos y éticos derivados de las nuevas tecnologías, modelos disruptivos de negocios e innovación. 
• 12:45- 13:00h | Preguntas y respuestas: Un espacio para dar respuesta a todas las posibles dudas y debatir acerca de lo expuesto.
• A partir de las 13:00h | Networking Brunch: expande tu red de contactos profesionales mientras disfrutas de un delicioso brunch de networking.

La Inteligencia Artificial está transformando nuestras vidas a todos los niveles, desde la forma en que trabajamos y nos comunicamos hasta cómo interactuamos con la tecnología. 

Con el firme propósito de sumar, compartir y aportar al sector —valores fundamentales que caracterizan a Enreach—, en este CX Brunch nos preocupamos por los aspectos legales y jurídicos en constante evolución que giran en torno a esta tecnología emergente. 

En esta sesión esencial, no solo abordaremos los desafíos que enfrentan las empresas en el ámbito de la atención al cliente, sino que también ofreceremos soluciones clave.

¿TE GUSTARÍA ASISTIR?

La asistencia al CX Brunch es gratuita; sin embargo, el aforo es limitado y necesitamos que reserves tu plaza.

La entrada We’re hosting our first CX Brunch in partnership with Webpilots se publicó primero en Enreach ES.

When a company is faced with a high volume of customer enquiries, the need for software to manage them becomes obvious. 

There are two main solutions on the market: call centre software and contact centre software. By answering these four questions, you’ll have a clear understanding of which is better for you.

1. WHAT CHANNELS DO YOUR CUSTOMERS USE?

If your only customer contact channel is a helpline, call centre software will enable you to handle calls quickly and efficiently.

However, if you have alternative contact channels or are planning to add them in the future, we recommend that you choose a contact centre programme that allows you to manage calls, emails, online website chats or WhatsApp messages simultaneously.

2. DO YOU WANT TO AUTOMATE ENQUIRIES?

Call centre software is designed for agents to comfortably manage calls, but it usually lacks self-service functionality.

Meaning, that it doesn’t allow to add virtual agents in charge of answering customers queries without human agent supervision.

This functionality is typically used to automate simple questions such as telephone line balance, meter readings, the location of a parcel, etc.

Neither is ready to integrate with third-party tools such as CRMs to synchronise customer data or automate certain After Call Work tasks.

This is where contact centres have an advantage – it makes perfect sense – because when they were first introduced, call centre programmes were not updated with this type of functionality.

3. WHAT METRICS DO YOU NEED TO MEASURE?

While most call centre call management tools allow you to measure basic KPIs such as call volumes and hold times, they usually don’t go much further. 

Contact centre programmes not only allow you to view quantitative KPIs across all integrated channels, they also provide – on a daily basis – qualitative metrics such as Net Promoter Score (NPS), Customer Satisfaction Survey (CSAT) results and, if integrated with Artificial Intelligence, general query insights.

FINAL THOUGHTS

Choosing customer service software is like buying a new car. You’ll need to consider your budget and weigh up the pros and cons before making a decision. 

It’s important to ask yourself what you need now, but also what you’ll need in the future. Like cars, customer service programmes are a long-term investment.

If you need guidance or want to see the features of a contact centre programme first-hand, our team of experts is always available to provide personalised demos. Schedule yours by calling +34 900 670 750 or using the chat below.

La entrada Differences between call centre software and contact centre software se publicó primero en Enreach ES.

Customer service agents are the ones who deal directly with your customers: they listen when they have a problem, follow up on their issues and help them find solutions. Essentially, they are the public face of your brand. If they are demotivated or uncomfortable in their role, they will never be able to provide excellent service.

Considering that 61% of customers have switched brands after receiving poor customer service, looking after the agent experience should be part of your customer loyalty strategy.

“61% of customers have switched brands after receiving poor customer service.”

Microsoft

While financial compensation is a direct factor in motivating customer service reps, a good salary is useless if they don’t feel heard or valued, for example.

That’s why we’ve compiled seven best practices to help you motivate your customer service agents by investing in their long-term happiness.

7 WAYS TO MOTIVATE CUSTOMER SERVICE AGENTS

1. RECOGNISE AND ADDRESS EARLY SIGNS OF BURNOUT

You’ve probably heard the term “burnout” lately; it’s a phenomenon that affects millions of workers worldwide. According to Jeff Toister, an expert on the contact centre agent experience, 59% of agents are at risk of burnout.

“59% of agents are at risk of burnout.”

Jeff Toister

Excessive workloads and daily stress in the contact centre directly contribute to burnout. Poor attitude, failure to meet targets or repeated absenteeism are some of the ways in which this phenomenon manifests itself. 

If some of your reps are exhibiting these symptoms, it is time to take action. The reasons for agent burnout may be due to one specific factor or a combination of things, so it’s best for supervisors to talk to each team member personally.

If you notice widespread burnout, we recommend evaluating customer feedback. With a contact centre tool that can store an intervention history, you can review recent complaints and identify common issues.

2. RECOGNISE THEIR SKILLS AND TALENTS

Did you know that agents who use their skills during customer interactions are 8% more productive? This data from Gallup reveals something important: people feel fulfilled when they can use their talents and achieve results.

The best way to ensure reps are using their soft and hard skills is to have customer service software that enables skills-based routing.

By identifying each agent’s skills, advanced contact centre programs can route specific inquiries to the best available agent who can handle them more effectively.

3. ENSURE AGENTS HAVE THE RIGHT TOOLS

Agents should only have to worry about listening and resolving customer queries. If the programme they’re using doesn’t make this task easier, they won’t be able to remain productive. 

The most powerful technology currently supporting millions of contact centre agents is artificial intelligence. With the ability to automatically transcribe conversations, query the CRM to identify a customer, and solve common queries, AI multiplies agent productivity.

Having customer service software that incorporates new technologies such as AI allows agents to focus on more complex tasks, freeing them from mechanical and unproductive actions.

4. PROVIDE FEEDBACK TO AGENTS

Feedback is the most powerful and cost-effective tool contact centres can use to increase agent productivity. Both a sense of progress and recognition are key motivators in the workplace. 

There are two ways to create a feedback culture:

• Monthly: Schedule monthly follow-up meetings to gather agents’ opinions, identify potential shortcomings and set new goals.
• After each interaction: After every customer interaction, create a survey for customers to rate the agent who helped them.

Ongoing feedback not only prevents burnout, but also keeps the team motivated.

5. CREATE A POSITIVE WORKING ENVIRONMENT

Did you know that 83% of contact centre agents have at least one toxic colleague? Toister identifies toxic agents as dishonest individuals who deliberately provide poor service to customers or harass other team members.

“83% of contact centre agents have at least one toxic colleague”.

Jeff Toister

Recognising these behaviours and taking action is vital to creating a positive working environment. If agents are caught in a spiral of negativity, you’ll notice a drop in their productivity.

6. SUPPORT AGENTS DURING CALLS

Sometimes agents are faced with difficult customers or requests they can’t handle. That’s why it’s important to have customer service software that allows supervisors to monitor agents in real time. 

Supervisors can see how much time each agent is spending on a call and even connect live to provide guidance without the customer hearing it.

7. OUTLINE A CAREER PLAN FOR EACH AGENT

You’ve probably wondered whether it’s better to hire new talent or promote someone internally. Making this decision will be much easier if you work on a career plan for each agent. 

Remember that agents who move to positions of greater responsibility or change departments have a great deal of internal knowledge and culture that you want to preserve.

BOTTOM LINE

Turn agent burnout into motivation by continuously improving the contact centre. Establish a culture of recognition and feedback, eliminate potentially toxic agents, create personalised career plans, and above all, empower agents with software that makes their daily tasks easier.

Discover the real impact that advanced customer service software can have on agent productivity. Contact our team of experts on +34 900 670 750 or chat below.

La entrada 7 ways to motivate customer service reps se publicó primero en Enreach ES.

An SLA (Service Level) is a contact centre metric that measures the performance and quantity of service provided. Most contact centres try to answer at least 80% of incoming calls within the first 20-30 seconds. But what if you want to deliver a higher level of service? Here is the foolproof formula for answering more than 90% of calls in less than 10 seconds, even when faced with agent shortages and call peaks.

1. IMPLEMENTING ADVANCED TECHNOLOGIES

The first step to meeting service quality standards is to have an advanced contact centre solution. This means that customer service software cannot be a simple call management system, but must focus on optimising call centre performance.

How can you tell advanced software from the rest? Look at its features, such as multi-channel management, integration with external applications, self-service options or rapid scalability.

2. EFFECTIVELY QUALIFYING CUSTOMER INTENT

An effective strategy for meeting SLAs is to use artificial intelligence to qualify customer intent. After customers have specified the reason for their call, AI determines whether they should be routed to the best available agent or to a self-service IVR menu.

In order to choose between one option or the other, this technology has the necessary capabilities to recognise customer intentions and intent. Thanks to its natural language processing (NLP), natural language understanding (NLU) and natural language generation (NLG) capabilities, it can act as a filter without the need for human supervision.

3. AUTOMATING SERVICE PROCESSES

Another key strategy to ensure service quality standards are met is to use artificial intelligence to serve customers. At first glance, AI may seem to be taking the work out of agents’ hands, but in reality it is freeing them from routine, non-value-added tasks.

Once the people responsible for training the AI have defined conversation flows, bots are ready to handle FAQs or facilitate self-service, such as sending a copy of a contract when a customer needs it.

In addition to the extremely fast training time, the long-term impact of this technology is revolutionary, as AI is able to achieve what previously seemed impossible: maintaining millions of simultaneous conversations across voice, chat, WhatsApp and email channels.

4. OPTIMISING CALL ROUTING

In addition to artificial intelligence, another key element in meeting SLAs is configuring the service software to route calls in an advanced manner, taking into account important factors such as agent skills.

By simply telling the system what each agent knows and defining the correct parameters within each queue, calls can be automatically routed based on language, soft skills required for a query or customer type, among other things.

This way, when a customer contacts the system with a complaint, for example, the system will route the communication to the agent best equipped to handle it.

5. REAL-TIME SERVICE MONITORING

Within the customer service team, supervisors are responsible for monitoring the operational performance of the call centre. To be more agile in their decision-making, it is essential that they have real-time updates on key metrics related to SLAs.

With a wallboard or dashboard that shows key metrics broken down by queue and agent, they can abandon the trial-and-error method and use real-time data to deduce real-time changes.

6. ANALYSE HISTORICAL SERVICE DATA

Another level at which you can find information about past SLA performance is historical statistics. Having a solution that provides standard and customisable statistical reports that include all metrics and KPIs is essential for in-depth analysis.

Once you have analysed the past behaviour of your data-driven service, you can make decisions for the future, whether it is changing the size of your agent pool, automating processes or incorporating new technologies.

7. CONTINUOUS MONITORING 

If your tool allows you to monitor your contact centre’s performance in real time, as well as access historical data, call history and categorisations, you will find it much easier to review this data on a daily basis and use it to continually improve your service.

8. SEEKING FEEDBACK FROM END CUSTOMERS

The final source of information you can consult to get a complete picture of service quality levels is to talk to end customers. The most common feedback format in the industry is a Net Promoter Score (NPS) survey.

In addition to understanding customers’ willingness to recommend a product or service, NPS surveys provide an overall assessment of the customer experience.

For example, if response time or problem resolution scores are low, the team can adjust their internal processes to improve these specific areas and thus better align with SLAs.

FINAL CONCLUSIONS

As you have seen, SLA compliance requires the best available technology, the habit of constantly reviewing the service from quantitative, qualitative, objective and even subjective perspectives, and using this information to optimise processes on a daily basis.

The integration of these eight points is the key to success and will ensure that you meet your service quality standards.

At Enreach, we are committed to helping our clients achieve their goals by providing the right solution for each case, type of service or service channel.

We also suggest how to align all the elements that make up a service: the platform or solution, the service channels, and the service and/or agent metrics or KPIs, so that our clients can deliver the best experience to their end customers.

If you would like to know how to configure and parameterise each section of our customer service software, request a free demonstration by calling +34 900 670 750 or writing to us in the chat below.

Pre-sales expert at Enreach Spain

Eva Adán

La entrada The foolproof formula for meeting your call centre SLAs se publicó primero en Enreach ES.

According to a recent study by Capgemini, 76% of customers who have interacted with AI have had a positive experience. And it’s no surprise! Access to information and speed of response are factors that already appeal to 64% of respondents to the consultancy’s survey.

“76% of customers who have interacted with AI have had a positive experience.”

These data, along with those presented below in this article, were the main topics we discussed at our first edition of the Enreach Congress last week.

Titled ‘AI Made Human: AI in Customer Service’, we kicked off the event to discuss revolutionary advances and trends in the technology that is changing the world: Artificial Intelligence.

Our CCO, Carlos Jiménez, one of the speakers, began his speech by saying that 2023 is the year of AI, and during his presentation he revealed some important data about the expansion and strategic importance of this technology.

For example, the latest Statista data announcing that the global AI market has already surpassed $500 billion, or the Deloitte report stating that companies can save up to 70% in costs thanks to Artificial Intelligence.

“Companies can save up to 70% in costs thanks to artificial intelligence.”

Finally, he also revealed to attendees that conversational AI in particular will reach $32.62 billion by 2030, according to Global Opportunity Analysis data.

It’s no coincidence that several analysts predict that of all the types of artificial intelligence available today, conversational intelligence will have the greatest future projection in the business sphere. Its ability to process natural language and voice recognition makes it the perfect technology to power chatbots and virtual assistants dedicated to customer service.

To put it to the test, we had a presentation by Marc Brunés, our AI specialist and product owner for omnichannel contact centres, who introduced a conversational AI called EVA. It is revolutionising customer service with features such as omnipresence, multilingual capability and customisable creativity.

Our latest measurements show that EVA has already resolved 52% of 200,000 cases out of 370,000 calls in internal training and customer service, and doubled the productivity of human agents by resolving 51% of 31,000 cases out of 60,000 calls.

“EVA has already resolved 52% of 200,000 cases out of 370,000 calls in internal training and customer service”.

By reducing the number of calls handled by agents and facilitating real-time transcription of conversations, EVA has contributed to 20% savings in contact centres, demonstrating its effectiveness in optimising business processes.

According to Alfred Nesewda, our CEO, “The many benefits of Artificial Intelligence, coupled with the widespread lack of knowledge in many organisations in the contact centre sector, were the reasons why we decided to address the topic of AI in this first edition of the Enreach Congress.

From the outset, this congress has had a clear purpose: to provide companies with a unique opportunity to learn from experts in the field of artificial intelligence and customer service, and to create a networking environment in which they can share their experiences and concerns.

La entrada 76% of customers who have interacted with AI have had a positive experience: conclusions from the first Enreach Congress se publicó primero en Enreach ES.

How To Take Advantage of The Wave of Innovation In Artificial Intelligence?

1) Migrate to the Cloud

Non-cloud companies are using out-dated systems that are not as scalable, secure, or efficient as cloud-based systems, leaving them at a competitive disadvantage. Not moving to the cloud makes it extremely difficult to keep up with the latest trends and technologies and can ultimately lead to a loss of customers and revenue.

As companies that have embarked on this journey can tell you, the real achievement is experiencing a substantial boost in innovation. Accelerating the pace of innovation can only be achieved by replacing legacy technology infrastructure with an optimised and cohesive cloud-native platform, marking an essential first step in driving innovation to its full potential.

2) Restart your Digital Strategy

Digital customer experience (CX) initiatives over the past decade have fallen short of expectations. These have been isolated, disjointed and focused on individual touchpoints rather than the overall customer journey. As a result, customers have experienced a fragmented and frustrating experience.

To achieve a seamless journey, digital CX must be an inherent part of the overall CX strategy and a native part of a single platform. This means that every customer touchpoint (from the website to the mobile app to the call center) has to be integrated and seamless.

AI has made it possible to focus on the optimal conversations of top-performing agents to create smarter self-service that personalises communications, anticipates customer needs, and resolves issues quickly and efficiently.

3) Provide Good Customer Service with AI

It is necessary to create a simple and robust platform that natively brings together all applications, data and AI to create more complete customer journeys.

Only then can you deliver the seamless, optimised experiences your customers demand. Customer service is a highly specialised domain and your AI efforts must be CX-specific and delivered at scale from day one.

This approach benefits the entire company by expanding and applying the knowledge gained throughout the organisation.

4) Take a Disciplined Approach and Timing to Prepare for the Wave

A unified platform allows organisations to add channels as needed, support multiple different channels, and leverage them when adding a new channel in the future.

5) Grow CX at Scale

A good foundation allows organisations to achieve balance. Finding that center of gravity to ride the AI wave requires an overall CX strategy that enables growth at scale, and only a unified platform can serve as a foundational foundation that provides stability, robustness, and a good starting point for Artificial Intelligence CX efforts.

Focusing on your main objectives by asking what is most important to consumers is essential. This way, you can guide your decision-making and ensure you are always moving in the right direction.

That’s what consumers’ want and demand. Of those surveyed, 61% of consumers wanted problems resolved the first time and 31% want to choose which service channels they use, according to ContactBabel’s Exceeding US Customer Expectations Report. This report also found that offering multiple channels means that customers will move between them as they see fit, depending not only on the quality of the channel’s service, but also on what they want to do, their personality and experience, as well as other factors.

To Know if Innovation in Artificial Intelligence Is Being Taken Advantage Of, the Following Questions Must Be Asked:

• Can agents interact with customers on the channel of their choice?
• Are you protecting your customer base and gaining new customers by meeting them wherever they are?
• Do agents have the tools to deliver cross-channel interactions to help satisfy customers and keep them loyal?
• Are you using a solution for each channel?
• Can you effectively manage the rapid increase in customer contacts, both synchronous and asynchronous, due to the influx of digital channels and scale up and down as needed by combining self-service/AI, inbound and outbound voice, and digital channels?
• Do agents use an intuitive interface to manage all interaction channels?
• Do managers have a single interface to manage all channels supported in the contact center?
• Are platform administrators working to unify routing, reporting, and workforce management across channels?

Conclusion

By thinking big picture, an organisation can see the entire AI landscape, including all the interconnected parts. Global thinking is about understanding how different tools are connected and how they interrelate with each other in the long term.

La entrada How To Take Advantage of The Wave of Innovation In Artificial Intelligence? se publicó primero en Enreach ES.

There are many benefits to meeting customer expectations, but there are also downsides when this doesn’t happen. In fact, in a survey conducted by Salesforce, 76% of customers indicated that it’s easier than ever to switch from one brand to another to find an experience that matches their expectations.

What Are The Benefits Of Meeting Customer Expectations?

1) Have a Regular and Honest Customer Base

What do all companies want? They want customers loyal to their brand. When an organisation meets customer expectations, their one-time purchase becomes a regular, and that’s cheaper. Because? Because according to Invest, investing in new customers is between 5 and 25 times more expensive than retaining existing ones. A customer wants nothing more than good service and if it is given, it will show brand loyalty.

2) Be Unique Among the Competition

According to Zendesk, after more than one bad experience, around 76% of consumers say they would rather do business with a competitor. By contrast, 72% of customers will share their good experiences with other users, according to Salesforce. This fact can make a company unique among the competition: worrying about the needs of its users.

3) Influence on Sales

Did you know that according to HubSpot, 68% of consumers indicate that they are willing to pay more for products and services from a brand that offers good customer service experiences? This explains the key importance of customer service. When a company meets customer expectations, the customer will continue to do business with the same company even if its costs increase. HubSpot Research also explains that 93% of customers are likely to make repeat purchases with businesses that offer excellent customer service, which means they will pay more if their feedback is shown interest.

How Do You Know What the Customer’s Expectations Are?

1) Asking For Feedback

According to the Harvard Business Review, 84% of consumers report that their expectations have not been exceeded in their last interaction with customer service. In these cases, it is convenient to ask customers what they want and meet their expectations.

For this, it is very useful to carry out telephone surveys through the Enreach IVR. IVR technology makes it possible for companies to contact customers immediately after serving them, since it allows organisations to automate calls to measure customer satisfaction through quality telephone surveys (rating from 0 to 10), thus exceeding the shortcomings of traditional methods to measure user satisfaction.

2) Analysing and Researching the Competition

Deloitte research shows that 72% of companies believe they can use analytics to improve customer experience (CX).

3) Asking the Customer Support Team

No one knows customers better than the team of agents who serve them, since they are the employees who listen to and resolve user queries and complaints. According to HubSpot, 73% of consumers say they stay loyal to brands thanks to customer service agents who practice active listening, are empathetic, and efficient.

With Enreach’s Omnichannel Contact Center Agent Module you will be able to serve your customers and meet their expectations. How?

• Connecting with your customers through their favourite channels: WhatsApp, Webchat, SMS, email, phone calls and via the web…
• Offering your agents a single web interface to manage all conversations. Thus, they will be able to serve customers from multiple channels, personalise messages with icons and rich texts, create predefined responses, type interactions, add notes, reschedule calls and transfer conversations. They will also be able to show their availability with customisable statuses.
• Connecting the OCC with your CRM and multiplying its power. Our service integrates with the main work of your agents and improves the experience of your clients. Manage your calls from your CRM, customise the flows, automate the creation of tickets, record call information, and create reports.

La entrada What Are The Benefits Of Meeting Customer Expectations? se publicó primero en Enreach ES.

In call centers, which have long been known for a culture of micromanaging, workforce managers have traditionally relied on key performance indicators, or KPIs, to monitor agent performance.

However, today supervisors are training agents to monitor their own KPIs and manage their own performance. And they’re finding that when you enhance the agent (AX) experience by giving them insight, choice, and power over their own customer-facing work experiences, they deliver consistently superior interactions.

The Enreach Omnichannel Contact Center Agent Module Offers Three Key Benefits To Increase Your Performance:

1) Omnichannel Service

Connect with your customers through their preferred channels: WhatsApp, Webchat, SMS, email, phone calls and via the web… In this way, you will always be there when your customers need you.

2) Improve the Productivity of Your Agents

Offer your agents a single web interface to manage all conversations. They will be able to serve customers from multiple channels, personalize messages with icons and rich text, create predefined responses, type interactions, add notes, reschedule calls, and transfer conversations. They will also be able to show their availability with customizable statuses.

3) Connect Our Solution with Your CRM and Multiply Its Power

Our service integrates with the main CRMs on the market (Salesforce, Dynamics, Zendesk, Zoho…) to optimize the work of your agents and improve the experience of your customers. Manage your calls from your CRM, customize the flows, automate the creation of tickets, record call information, and create reports… All from a single environment!

How KPIs Influence Agent Performance

A KPI is a metric that call centers use to determine if business objectives are being met, such as increasing efficiency and delivering exceptional service. Contact centers KPIs include measures that tell us how agents are following defined processes.

When It Comes to Agent Efficiency, Many Contact Centers Focus On Two KPIs:

1) Average Handle Time (AHT)

It is the time it takes for an agent to complete an interaction with a customer. Many call centers closely monitor this metric to reduce call wait times and improve customer satisfaction. A shorter AHT can also indicate that agents are operating more efficiently.

2) After Call Work (ACW)

This is the time that agents spend on the tasks they have to complete after performing an interaction with a customer. Whether you’re entering information into a CRM or sending a follow-up email to the customer, ACW provides the context needed to ensure the customer has a good experience the next time they interact with the call center.

How Can Contact Centers Use These KPIs To Ensure That an Agent’s Time Is Productive and Efficient?

1) Setting Goals For AHT and ACW

After all, you can’t improve what you don’t measure. However, there is no one-size-fits-all goal. Appropriate AHT and ACW goals depend on many factors, including service level, business sector, internal processes, and call complexity.

2) Training Agents

It is necessary to communicate the objectives of AHT and ACW to the call center teams and they must point in the same direction.

3) Equipping Agents with the Necessary Tools To Monitor their AHT and ACW

4) Giving Agents Permission To Manage Your AHT and ACW

This not only empowers agents, but also frees up supervisors to focus on other, higher-value tasks.

In conclusion, by empowering agents, contact centers can more efficiently meet service level and customer satisfaction goals while improving the overall agent experience.

La entrada How To Improve Agent Efficiency And Experience se publicó primero en Enreach ES.

To remain competitive and build long-term business partnerships, trust has to be built with customers. High-quality, omnichannel, 24/7 customer service is a must. But what specific services need to be provided and how can the logistics customer experience (CX) be improved?

Key Offerings In Logistics Customer Service

Customer service in logistics involves creating long-term relationships and positive experiences that lead to loyalty.

In this sense, efforts must contribute to customer retention and reinforce trust in the brand. To achieve this goal, it is essential to provide excellent care for:

Inquiries about Products and Services

• Order tracking.
• Resolution of claims.
• Shipping requests.
• Technical assistance.

Even if a shipment goes well, mediocre customer service can turn a positive experience into a negative one, hurting the logistics company’s reputation.

4 Tips To Improve Customer Service In Logistics

Customer service is one of the most important aspects of logistics. So what can companies do to improve it? Here are four key ways to create the best logistics experience possible for the customer:

1) Offer Global Customer Service, 24/7/365

It’s a challenge to keep up with 24/7 customer service in a global economy, particularly in an industry where customers and suppliers are often dispersed around the world. However, that same challenge also makes it a necessity: customer satisfaction in logistics starts with being available to users during their business hours, no matter where they are in the world.

Along with a global presence, it is important to have a multilingual customer service so that language is never an issue.

2) Communicate Quickly

The only way to meet customer expectations for speed and transparency is by responding to inquiries quickly with accurate information in near real time. The quicker responses can be communicated, the sooner the team and customers can take appropriate action.

Proactive communication with customers (for example, to provide shipping updates) builds trust and shows them that they are in good hands.

3) Train Employees Regularly

Customer service will be one of the main points of contact with the logistics company. Because agents serve as the voice of the brand, they must have a deep understanding of the company’s systems, processes, and core values. In other words, regular employee training is vital.

With regulatory changes, supply chain disruptions, and economic changes, everything can change quickly in transportation and logistics. Therefore, it is necessary to improve the skills of the customer service team, offering them training at least once a year to ensure that all employees have the same knowledge of internal processes and industry trends.

Having an established training program is particularly important when hiring a large group of new employees: quality is just as important as quantity, so training is a key part of ensuring the company has enough staff to meet demand. .

4) Provides Omnichannel Communication

Customer expectations have skyrocketed in recent years, so a customer support phone number is no longer enough on its own. It is good practice to provide omnichannel support, including:

• Email: In addition to being fast and reliable, email allows everyone to keep track of the conversation and refer to it when necessary.
• Live Chat: Chat enables real-time conversation without hopping on the phone, which can save time for both customers and internal teams.
• SMS: Particularly important for customers on the go, SMS enables real-time responses and order updates.
• Voice: Some issues are easier to communicate over the phone and there are still many customers who feel that the experience is more “human” that way. Even as customer service as a whole moves towards digital options, it’s still important to offer phone support.

If the logistics company uses multiple channels for communication, the experience needs to remain cohesive: no one wants to jump from one channel to another and have to repeat themselves.

If the logistics company uses multiple channels for communication, the experience needs to remain cohesive: no one wants to jump from one channel to another and have to repeat themselves.

Long-term Business Relationships Are Worth the Effort of Customer Service

Acquiring new customers is more challenging and expensive than keeping existing ones, and providing excellent service is essential.

By offering 24/7 global support, communicating effectively, training employees thoroughly and frequently, and providing omnichannel communication options, logistics companies can meet the expectations of customers and foster long-term business relationships.

La entrada 4 Tips To Improve Customer Service In Logistics se publicó primero en Enreach ES.