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Now, let KOOKOO manage your Zendesk Talk calls better

To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak to a trained, knowledgeable company representative. And when they do, they’ll expect the call to connect fast. And when it connects, they’ll expect your agent to recognize them, know their problem, and sort it out immediately. That’s why just having phone support isn't enough. You need a well-managed system for automatically logging calls, recognizing customers, connecting to idle agents from the correct department and monitoring call quality. In short, a complete contact center from within Zendesk. Luckily for Zendesk users, installing KOOKOO Is now a one-step process. This blog revisits the advantages of this integration. Goodbye Complex Roll-out The KOOKOO CloudAgent widget is an easy to install, web browser-based application that requires zero installation effort. Being a VoIP system, there are zero upfront costs with respect to equipment and training of agents thanks to our intuitive design. (For countries where VOIP calling is allowed, this means slashed phone bills too). Zendesk Talk users just need to click to install KOOKOO. PSTN connectivity is available too.  (All users who need PSTN connectivity on-premise or via cloud, may contact us here.) Unified View with Advanced Agent Controls Adding phone support should not mean unnecessary work for your agents. KOOKOO CloudAgent integrates with your Zendesk account to give agents a unified view. The call dashboard opens within Zendesk, and existing caller tickets automatically displays for all incoming calls. The dashboard offers advanced call control features such as call mute, hold, start/stop recording, tripartite or multi-party conference right from the Zendesk interface. Agents can also use the warm transfer tools to pass the call to managers/3rd party based on the requirement. The Click2Call function lets agents dial numbers directly from the contact/lead page of Zendesk. Empowered Agents, Informed Managers Having a screen pop-up of customer profile and ticketing history for every incoming or outgoing call ensures that callers needn’t repeat their case details every single time. It also ensures that agents don’t have to jump screens to scrape for contextual information. KOOKOO CloudAgent makes it easier to manage your agents too. Managers can select from 70+reports to analyze your agent performance, recognize customer call patterns, abandoned calls or call recordings. The call barge-in feature enables managers to monitor calls in real-time too. Managers can listen to a call without interrupting, talk to the agent while the customer goes on hold or mediate to resolve bottlenecks through this feature. Advanced features like Speech Analytics can help managers predefine performance points based on skill/process for enhanced supervision. Customized IVR Workflows and Campaigns KOOKOO supports many advanced IVR features. This includes drag-and-drop IVR creation through which lets you design complex IVRs without breaking a sweat. The flexible IVR options include creating customized text-to-audio or pre-recorded voice prompts to guide your customers [...]

Now, let KOOKOO manage your Zendesk Talk calls better 2019-02-12T04:13:06+00:00

Lessons from CES2019 for customer communications

If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is another CES that customer communication leaders should watch closely—Sin City’s annual Consumer Electronics Show. This massive display of consumer gadgets isn’t just about the hottest technology and coolest gadgets. It is also a definitive forecast of how customer interactions will change. Observe closely, and it will deliver insights into how people will be able to—and will want to—communicate with your business. Because CES spotlights technologies most likely to shape your customers’ lives, and interactions. Like in 1970, when Sony’s VCR (Video Cassette Recorder) launch redefined home entertainment. Or in ‘75 when Atari’s launched its home gaming revolution from here. Or in ’77 when Apple introduced its first personal computer here. And it’s iPhone in 2007. Or in 2012, when Ultrabooks, 3d printers and ultra HDTV’s were unveiled here. 2019 too had its share of fancy gadgets too. The Bell Nexus Air Taxi (Yes, it flies). The Fight Camp (a connected home boxing workout system). The Segway Ninebot Lumo (a delivery bot), and even the fake Impossible Burger that’s deliciously authentic in every way.  But underlying the vast number of gadgets, what were the themes and trends? And what can they predict about your customer interactions in the near and distant future? Let’s investigate.  Voice is everywhere CES 2019 was abuzz with the popularity of voice interfaces. These interfaces have climbed out of the digital assistants and climbed into every home product you own. Think TV, toys, smartphones and even toilets! TV manufacturing giants LG and Samsung integrated Alexa and Google Home in their new roll-able OLED TVs—which incidentally roll into or out of a box when asked to! You can tell your Moen showers—via Alexa or Google—exactly what temperature and water pressure you prefer to shower in. Your Hi-mirror will analyze your skin, track your beauty regime and give you product recommendations. And, voice-activated companions like Cody will tell your kids stories, sing songs, relay your messages and answer their questions in a kid-friendly voice. As Fred Jacobs pointed out in his blog,*voice was everywhere. “(it) has moved well beyond smart speakers sitting on kitchen islands and nightstands.  Everywhere you journeyed at CES, you saw “Alexa” and “Hey, Google” voice technology baked into thousands of devices, gadgets, and appliances.” Fred Jacobs, Founder, Jacob Media Strategies What can this mean for customer communications? Voice will grow as a medium of communication. Digital assistants will be the new communication channel between your business and your customer. And devices may be next. People will expect to do less with their heads stuck in screens. With the growing number of voice-enabled products, phones may finally be put down in homes, cars, and offices. Also Read: Features your contact center Voice Bot needs Touchscreen won’t disappear either Voice isn’t [...]

Lessons from CES2019 for customer communications 2019-02-12T04:13:25+00:00

The Top 10 Contact Center Reports that Supervisors and Managers use most

When contact centers initially started moving from legacy systems to the cloud, not all of them understood how powerful data could be. Cloud contact center solutions such as ours generate 70+ reports. Businesses switching from legacy to cloud for other reasons such as to reduce infrastructure costs, or to connect remote offices— found this a big bonus. Happy reviews started pouring in. Managers were able to use reports to monitor and draw insights from every call their support or sales departments received or made. But I still feel that contact center reports are an underused tool. How can you make best use of this powerful feature? No matter what contact center solution you use, this article should introduce you to many ways of optimally utilizing the reports they generate. Broadly speaking, there are two user groups who use contact center reports: Supervisor Groups / Team Leads. This group needs real-time metrics and monitoring to prevent escalations and manage their agent workforce efficiently. They also need historical reports (management reports) to measure and report to their managers. Head of Customer Support / Customer Experience / Customer Success. These users need reports for a top-level view of performance metrics (daily /weekly/monthly/quarterly). They also need reports/ metrics which will correlate to other activities done in other departments. Understanding these reports can help contact center managers achieve better workforce management, productivity and customer satisfaction levels. They can even give insights to marketing managers on campaign performance, even product performance issues. Let's start by understanding the 3 main reasons/ use cases for reports, and then categorize each report under these heads. After that, we will explore the top 10 contact center reports used by managers, supervisors, and team leads across various outbound and inbound contact centers. The 3 contact center report categories The traditional way of categorizing reports is by user group, that is, agents, team lead and management reports. But I find that a more practical way to categorize them is by intent, that is, based on what these reports are used for. Category 1: Reports that measure CX. Some reports measure use customer service/experience as the key indicator to measure contact center performance. You measure these against industry benchmarks or predefined SLA’s (Service Level Agreements) or your organization guidelines. The key intent behind these metrics is to measure how customers feel about your service.   Category 2: Reports that monitor performance These are reports which give you metrics about your teams, agents or various skills. Skills can also be defined as teams or departments. (While skills can be teams, a single skill can also have multiple teams with each team reporting to a supervisor/team lead. To know more, also read Skill Hunting)   These reports help you in understanding your agents/ teams adherence to log in times, SLA, AHT’s(Average Handle times  Abandon rates, Productivity, Schedule adherence to rosters and other productivity metrics. Category 3: Reports to manage the big picture Supervisor or admin reports tend to focus on real-time metrics. The aim is [...]

The Top 10 Contact Center Reports that Supervisors and Managers use most 2019-01-31T20:44:49+00:00

8 things people hate most about your customer care. And how to fix it.

When your customer contacts your support center via call or chat here are the top 9 pain points they face*: Long Wait Times (Before reaching an agent) Slow Service (When an agent is reached) Self Service is difficult to use Rude agents Agents aren’t knowledgeable Repeating info when a call is transferred Cannot get service in the preferred channel Service isn’t personalized Support centers are high-stress environments. Most incoming calls are complaints, and so understandably, the people calling aren’t in the best of moods. It isn’t easy to motivate agents to thrive in this environment. And since many customer support centers are still treated as cost centers, budgets are tight. Calls often exceed the number of agents available, leading to high call volumes. Often agents handle calls back to back. And sometimes even managing calls and chats simultaneously. Yet all the problems listed above are solve-able. Over the past decade of working with contact centers, we’ve learned some of the best practices for dealing with these problems. And of course, we have worked hard to provide technology to help. Let's delve into each problem and see how it can be solved in efficient, cost-effective ways: COMPLAINT #1 Long Wait Times (Before Reaching an agent) What’s the issue? When customers call in with complaints, most likely they’re already facing a problem. What they want, more than anything else at that moment, is for the problem to disappear fast. This should be—and probably is— your support center’s most important focus. Reducing the time taken to reach your contact center is the best place to begin. Why does it happen? There are two main reasons why your customer cannot reach a live agent fast: Agents are unavailable to take calls or chats leading to long queue times IVR is too long. How to measure it? Average time in Queue. And Average Time to reach a Live Agent. In 2018, customers spent an average of 75 seconds in the queue (Read the research here). On phone calls, a long IVR menu may further delay a customer. On chats, your chatbot may waste their time. A measure of around 10 seconds to reach a live agent is far more ideal. And it’s do-able too. How to fix it? Plan staff/ Forecast regularly. Your data is a gold mine. Use it to plan your staff more efficiently. If you go into your call reports regularly, you can see what time of day or day of week call traffics are high, and when they aren’t. Use this to plan your agent rosters accordingly. If the metrics show a need for increased staff, you can use the data to quantify exactly what your increased budget requirements are. (Also Read: Call Queue Management: Plan Staffing) Create Fallbacks. Take your metrics seriously. If calls do not connect with a live agent within the stipulated time, you should provide fallbacks. Another skill Group : Your fallback could be another department or support center, a support crew you keep on a work-from-home [...]

8 things people hate most about your customer care. And how to fix it. 2019-02-11T03:20:06+00:00

6 features your voice bot needs for smooth conversations

A chatbot or voice bot, as the name suggests is a virtual ‘Bot’ or computer program that conducts a conversation. Powered by artificial intelligence (AI) and natural language processing (NLP), these Bots are designed to simulate human conversational patterns. These bots are used in a variety of practical scenarios such as customer service. As mentioned, some chat/voice bots use sophisticated underlying technology such as AI and NLP. Some simpler ones scan for keywords from within a pre-defined database to extract a reply with the most matching keywords or wording pattern. Depending on how they are configured, bots can be highly differentiated with respect to their functionality and conversational quality. Here’s a blow by blow of what differentiates one voice/chatbot platform from another. In other words, what voice bot features ensure smooth conversation? 1. The ability to understand meaning: Intent Analysis This is perhaps the most essential criteria. Meaning and comprehension is everything during a conversation. Sadly, as human beings, we aren’t always literal or to the point when we speak. Given this inherent human irony, a bot should be able to use its ‘Intent Analysis’ (super)power to extract the meaning behind our words. For example, the intent behind a “sure” or “why not” is most likely a “yes”. Conversely, “I’m good”, “later” and “not really”, likely translates to a “no”. These simple examples show that a chat bot’s job is rather nuanced. Today, as companies rely more and more on technology to ease the burden on human labor, chatbots or voice bots are common. As a result, these bots need to ensure that nothing is lost in translation! To enable a successful transition to automation, voice bots need to be smart to carry out convincing conversations. They need to understand if they’ve reached the right person, they need to understand the sentiment of the person and act accordingly (e.g. schedule a later call or transfer the call to another department or agent, etc.). Here are some scenarios to provide more context: Scenario 1: The customer who receives a call is unable to speak and hangs up very quickly after a few words. Bot: “Hello, this call is regarding your credit card payment for January 2019. Am I speaking with Mr. X?” The answer to this seemingly simple question isn’t as straightforward as we may think. Answers may have a range:      Curse word(s)      “I’m busy.”       “I’m driving. Call me later.”      “That’s my dad. He’s not home.”      “Call later.”        Or hopefully, “Yes, speaking.” In all the above responses (except for the last one), the bot’s task is tricky. It needs to discern that the caller is unavailable for some reason and that the call needs to be rescheduled. A smart bot would politely thank the person on the other line and ends the call. The bot is mindful of the customer’s time, and in the back-end, it will schedule a call a few hours later to follow up. Scenario 2: The customer’s answer has multiple steps Bot: “Hello, this call is regarding [...]

6 features your voice bot needs for smooth conversations 2019-01-24T09:37:07+00:00