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Building strong relationships with customers and offering the best possible customer experience is the single most effective differentiator in business. Research from Gartner indicates that confident, satisfied customers are 2.6 times more likely to continue interacting with a company than their only somewhat satisfied counterparts. They’re also less likely to leave negative public reviews or stop...
It’s never been more important to offer an excellent customer experience (CX). This means it’s also never been more important to have a CX strategy in place. Research shows that satisfied customers generate 2.6 times more revenue than those who are lukewarm. At the same time, unhappy customers can leave negative reviews that scare away future business....
A top 5 U.S. bank wanted a better way to detect and prevent fraud across their multiple credit card portfolios beyond their existing tools and technology. Because there was no centralized system in play, researching accounts was slow and required that they manually re-enter information across multiple systems. Because of the manual process, investigations and...
RxSense, a health technology company, had an aggressive timeline to bring its contact center operations in-house. They needed to create and configure a cloud-based infrastructure that connected to its on-premises back-end systems. In a matter of weeks, USAN helped RxSense implement Amazon Connect and USAN Contact Suite for Amazon Connect. The combined solutions enabled back-end...
Calculating the Total Cost of Ownership for Amazon Connect Total cost of ownership (TCO) is an important factor to consider when deciding whether or not to migrate your contact center to the cloud. However, unlike a move from one on-premises application to another, calculating the TCO for a cloud-based app is like comparing apples to...
When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that...
It’s no wonder that “self-service” is one of the first adjectives Amazon uses to describe Amazon Connect. Self-service is quite possibly the most notable difference between the cloud-based contact center service and traditional contact center technology. But self-service doesn’t necessarily mean you should do it all yourself. Let’s look at areas where it behooves you...
When Amazon released its cloud-based contact center service, it was met with skepticism. In a feature-by-feature comparison with any of the existing leaders, Amazon Connect usually came up short. That was a little over a year ago, and much has changed and continues to change when it comes to feature functionality, but we’ll get to...
Providing excellent customer self-service tools not only improves the customer experience (CX) but also manages to do so while lowering customer service costs. That sounds like a pretty good business case for helping customers help themselves. This webcast describes how to create frictionless customer experiences that actually attract users without forcing them through an unwanted self-service channel....
Contact centers must deal with risk every day - compliance violations, financial fraud, data breaches, identity theft - they're all present. This white paper explores the various ways to mitigate risk while still providing personalized services. Topics that are covered: Understanding contact center risk and the primary response type The role of PCI-DSS in the...
A top 10 global bank developed over 40 separate self-serve applications across a multi-decade relationship with USAN. Utilizing voice self-service best practices, USAN and the bank were able to achieve IVR containment rates ranging from 45-89%. However, in a continuous improvement initiative, the bank wanted to boost its self-service numbers further, while at the same...
Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can...
Some folks in the contact center industry would have you believe that IVR technology is dead. Perhaps you agree, based on your own high opt-out rates and low customer satisfaction scores. In reality, the saying couldn’t be further from the truth. Advancements in IVR are ensuring the technology’s role in the modern contact center. The...
Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five...
In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt...
The First Step in Planning Your Self-Service Investment Planning your self-service investments means making decisions across multiple disciplines. USAN, in association with ContactBabel, has just published a nearly 200-page report on that topic—50 charts deep, covering all the critical topics that make up today’s self-service investment strategy. Those topics include transitioning to self-service, evaluating ROI,...
Metaphor Workforce enables your business to achieve continuous improvement in customer service, employee satisfaction, and operational excellence. Our WFM platform provides a solution for the vital processes involved in customer service including forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.
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Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper...
As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused...
