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The short-term, transactional nature of the sales representative-client relationship has evolved into an enduring, committed partnership that deepens over many years. Forward-thinking organisations need to provide more than just technology as contact centre managers are looking for solutions ideally suited to present needs and future visions, along with trusted, dependable support.
In an age when every company will tell you they offer cutting-edge solutions; it is understandably difficult to separate reliable tools from over-hyped promises. What is the key differentiator contact centre managers should look at before making their choice? Organisations that offer supportive, long-term partnerships that start in the pre-sales phase and continue long after. Innovative technology should go hand in hand with highly-skilled experts that know your industry’s specific needs, understand your challenges and envision your potential.
Dealing with questions, issues and worries increasingly falls on the shoulders of dedicated sales teams. Indeed, 90% of sales leaders say they collaborate with customer support on a daily or weekly basis, as Zendesk points out. This should not come as a surprise. Indeed, the dynamism of today’s market demands ongoing appraisals and proactive reactions to changing realities. These goals are only be made possible by committed, supportive relationships between CCaaS solutions vendors’ teams and their clients.
Contact centre managers face common challenges, such as migration from legacy platforms and data silos. For example, Forbes reports that just 14% of enterprises make data and analytics broadly accessible to all employees.
However, different sectors often generate unique needs and goals, so specialisation is a pre-requisite for any solution provider. While the financial world is focused on safe and secure communications, retailers are more interested in the shift to phygital commerce and telecommunications providers are concerned with connectivity and remote work capabilities. Organisations expect industry-focused support provided by experienced personnel who understand the unique obstacles and opportunities they face. Therefore, possessing key insights relevant to specific industries and important to individual companies is a must.
Specialised knowledge should not only affect the solution but the process. Working in concert with contact centre managers, a dedicated strategy should be designed for addressing specific present and future requirements. Once an appropriate solution is identified, the process is handed over to a delivery team, who will manage the build, run and end stages.
The COVID-19 pandemic has crystalised for many organisations the need for change. Luckily, today’s contact centre managers understand the potential and power of emerging technologies. Therefore, we can observe an increased interest in:
Capgemini reports that, as a result of COVID-19, 77% of customers expect to increase the use of touchless interfaces, with 62% expressing the intention to continue this practice post-COVID. Transformative, cost-effective and efficient, AI, IA and cloud-based solutions are having a profound impact on people, processes as well as attitudes.
Given the huge risks and rewards associated with digital transformations, companies should turn to organisations that understand that disruptive tech must be implemented on a case by case basis, which requires in-depth consultations to ensure the best approach (not AI for AI’s sake) is designed. Highly-skilled teams are ideally placed to provide the best technical expertise and competences in real-world applicability that come from an in-depth and comprehensive understanding of a solution.
Are you interested in learning how to tailor your CCaaS solution to elevate your organisation’s potential? Curious to know how best to navigate the transition to cloud-based, channel-less solutions? The industry-specific knowledge of our sales teams is one of the reasons diverse organisations trust in Odigo, the only European company recognised as a leader in the 2020 edition of the ISG Provider Lens™ Contact Centre as a Service – CX 2020 Global Quadrant Report. ISG, one of the world’s foremost technology research and advisory firms, gave Odigo this distinction in part for its robust customer support accomplished by sales teams across seven verticals, throughout 65 countries and in 25 languages.
Would you like to learn more about robust, open contact centre as a service (CCaaS) solutions that deliver rewarding customer and agent experiences through smooth, channel-less conversations?
WhatsApp Business has emerged as a method of communication that not only has a high open rate compared to email, but it also works more rapidly, and can target multiple points of the customer journey. It delivers interactive options for customers that add value and targets them on a familiar channel, which is why WhatsApp messages are an indispensable addition to contact centre strategies.
Outbound calls can be a great way for organisations to connect with existing and potential new customers. However, some outdated practices have created a negative perception for customers. As a result, outbound call regulations have been developed both for the purpose of customer protection and to steer contact centre best practices. What do organisations need to consider when using outbound calls, and how does geographical location affect that?
It happens all the time, not just in the customer service sphere, disappointment, frustration or delight when experiences either fail to meet or exceed our expectations. When it comes to customer service however, being clued into customer opinions can help optimise services in line with expectations to avoid potential failures and plan outstanding moments of satisfaction.