According to an Oracle study, 89% of customers buy from a competitor after a bad experience.
Omnichannel service has been talked about for some time now, that is, serving the customer in their context. Over the last few years, there have been major changes in the relationship sector, as follows:
While in the Call Center the predominant channel was voice, in the Contact Center other media were included to allow a better experience in the customer’s relationship with brands, including email and chat.
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In the Context Center or Collaboration Center , terms that didn’t catch on very much here and were quickly replaced by CX – Customer Experience and/or CEC – Customer Engagement Center , video channels and social networks are also added.
In this context, it is not the company that determines which channel and/or when it will be available to the customer, but rather the customer who decides how and when to speak to the company.
A study publishe in the Harvard Business Review found that “ the quality of customer service is declining because agents are not selecte and traine to deal with increasingly complex problems .”
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“While focusing on new self-service technologies, many companies fail to invest in talent in the customer service area itself.”
The same report cites the example of a company in which 84% of consumers prefer their problems to be resolve directly rather than being forwarde to various self-service channels (email, chat, social media service, etc.).
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That said, it is possible to conclude that technology is indee one of the important pillars in a company and/or contact center, but not more important than the people who are part of it. And, base on this finding, a global and cross-sectional study was undertaken with 1,440 attendants in an attempt to discover what the ideal profile is. From the data collecte, seven profiles were arrive at:
controller;
firm;
benefactor;
empathetic;
dedicate;
innovative; and
competitor.
By a large margin, managers opte for the japan phone number powder list empathetic profile : 42%. The reasons given were “service-oriente, “good listener and communicator” and “committe to helping the customer”. However, contrary to the managers’ preference, empathetic people are not necessarily the ones who perform their tasks better, but rather the controllers . Why? Below are some reasons:
take control and strive to build and follow a plan rather than going with the flow, even in social situations;
make decisions with confidence, especially when no one is in charge;
express their opinion; and
They like to take control of the situation and guide people.
However, “Only 2% of managers said that controllers would be their first choice when hiring.”
The reason why the controlling profile is the most appropriate is that the situations face by these professionals (the attendants) are increasingly complex. They are often the ones who help the most to solve problems. The tone of the conversation is human and without scripts. They offer clear guidance instead of many options. Also: “Consumers want results – not sympathy”.
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“Controllers value autonomy to solve problems. They value freedom and want to be part of organizations that are committe to continuous improvement and willing to give a voice to the agents involve in the process.”
The magazine report continues by describing the advantages of recruiting, selecting and training people with a view to better interaction between companies and customers.
Finally, the authors of the report argue that,
Despite managers’ fear of having a service agb directory organization full of controllers, the interviews reveal that individuals with this profile (controller) are, in fact, very empathetic. And they can, indee, understand the needs and frustrations of customers. But they respond differently.”
Call Center, Contact Center, Context Center, Omnichannel or Customer Engagement Center , it doesn’t matter. And, more recently, artificial or cognitive intelligence, such as Watson , Cortana , Alexa , among many others. We must never forget that “after failing in online service, customers don’t want an apology, they want solutions.” And, invariably, they want to hear them from someone else.
The pandemic has accelerate
The adoption of a work model that has long been desire by thousands of workers, but was unfeasible, mainly due to technological and cultural infrastructure restrictions: remote work (home office). Some sectors had not even considered providing technological resources so that their employees could work from home. With the pandemic, a “new normal” was impose, causing companies to invest in new technologies and adapt their IT and Telecom infrastructure to meet new needs, without, of course, giving up the security and stability of their applications.
Online collaboration –
Specifically voice – has never been more critical than it is today, allowing employees to make calls from anywhere, at any time. It’s become an integral part of success, and many organizations are using Microsoft Teams, whose “ Direct Routing ” feature aims to further enhance and simplify voice communications.
Session Border Controller (SBC)
Commonly referre to as “ VoIP firewalls ,” they are use at the border between different networks to ensure that data is transmitte correctly between them. They also provide a layer of security and protection to prevent attacks and damage. SBCs are traditionally locate on-premises, but are increasingly host in the cloud, allowing for a higher level of flexibility and reliability, as well as lower upfront costs. Microsoft has partner with select Session Border Controller (SBC) vendors to ensure that their SBCs support Direct Routing .
It is very important to choose an Integrator who, after analyzing the scenario, indicates the best certified SBC. This is because if Microsoft determines that a customer’s Direct Routing issue is with the SBC device, the customer will need to involve the SBC vendor for support.
About Media Optimization with Direct Routing
Direct Routing already supports media bypass . This means that media would “bypass” routing to Microsoft’s cloud Media Transport Relays and remain direct between the Teams client and the SBC. For media bypass , the Teams client must have access to the SBC’s public IP address or be on the same network.
Without media bypass , when a customer makes or receives a call, the signaling and media stream is forwarde from the Teams user first to the Microsoft Phone System and then to the SBC, as shown in the following diagram:
Without media bypass (SBC to Cloud Media Processor ) the following codecs are require: SILK, G.711, G.722, G.729.
