Customer engagement centers, contact centers, call centers. Whatever your organization calls them, there are requirements for a successful one. According to Gartner’s Magic Quadrant for customer engagement centers these include customer service and support problem management, trouble ticketing, knowledge solutions, content management, advanced desktop search, decision support based on real-time analytics, engagement possibilities through social media and support for the mobile customer, among many others.

inContact Getting Personal

One cloud contact center software vendor is putting an emphasis on connecting agents and customers in a more personal manner with its release today. inContact announces the second major release --13.2 -- of its cloud contact center platform. The aim is to enhance personalized service experiences and deliver more 1-to-1 connections with customers.

customer experience, inContact's Second Release for Customer Service Engagement is Personal

Included in the release is the Personal Connection™ Outbound Solution, which inContact says emphasizes a quality customer interaction with call center agents rather than the traditional legacy predictive dialers that only help agents to be more productive. It also tosses out long delays in greeting the caller while allowing agents to make multiple predictive calls.

Earlier this year, inContact offered customer service managers the chance to view customer messages in one unified stream, regardless of the channel used (release 13.1).

Intimate Customer Connection

Madelyn Gengelbach, director of market intelligence at inContact, said customers today do not want to be seen as numbers and are looking for relevant call experiences. In a phone interview with CMSWire, Gengelbach said more companies are becoming proactive by reaching out to customers before they call in with complaints.

customer experience, inContact's Second Release for Customer Service Engagement is Personal

A “feeling of personalization” -- and helping customers arrive there -- is driving many successful customer engagement campaigns for organizations, she added. 

“What happens when a call comes in, and it’s a number you don’t recognize?” Gengelbach asked. “You are or aren’t going to pick up the phone. … You’ll see through findings that if (customers) take that chance and open their hearts, that two-thirds of people have had a pleasant experience” with agents from company’s call centers. 

Of those customers, three out of four had their perceptions of the company changed -- for the better.

Survey Says: Customers No Patience for Delays

Gengelbach referred to a July customer service survey by inContact that examined the preferences of consumers when it comes to incoming calls and other proactive communications from companies.

The study, conducted online by Harris Interactive on behalf of inContact, included 2,034 U.S. adults aged 18 years or older and showed 87 percent of U.S. adults want to be contacted proactively by an organization or company.

But half of survey respondents said they hang up if they hear an initial delay or a pause on a call.

Other findings included:

  • The most popular reasons why U.S. adults would want to be contacted is about fraudulent activity on their account (65%), for setting appointments or reminders (53%) or with questions about an order they placed (51%)
  • 62% of those who have had a pleasant surprise or positive experience with an incoming call from a business/service provider have taken an action as a result of that positive experience

“The vast majority of them said they actually took action and feel better,” Gengelbach said. “That’s a big deal.”