Semanas atrás se lanzó con bombos y platillos WhatsApp Business con la promesa de revolucionar la atención a los clientes. Intuimos que como en muchos casos ocurre, las expectativas son más altas que los resultados finales, por eso quisimos consultar una opinión experta en el tema.
Conversamos con Gerardo Andreucci, director de TecnoVoz, quien reflexionó fiel a su estilo sobre los verdaderos alcances de esta herramienta a la vez desmitificó los preconceptos imperantes.
¿Qué opina del uso de WhatsApp como herramienta de customer service?
Gerardo Andreucci: En primer lugar, quisiera referirme al uso del a herramienta. El usuario actual sabe cómo moverse en las redes. Si queremos manejar el WA como el SMS o el mail sería un error grave porque resultaría muy intrusivo… Leer más
Konecta Argentina, empresa especializada en brindar servicios de BPO y contact center a clientes nacionales e internacionales, es el nuevo partner de Banco Hipotecario, entidad a la que brindará servicios de atención y venta a clientes. La nueva operación se implementará desde Resistencia, Chaco, incorporando a su vez soluciones innovadoras y de alto valor agregado en materia de customer experience.
La elección de Konecta Argentina por parte de Banco Hipotecario se basó en la experiencia de la empresa en el manejo de nuevos canales de atención, a su modelo de gestión basado en el concepto de experiencia y la disponibilidad de una infraestructura eficiente para responder en forma eficaz a las necesidades de la entidad bancaria… Leer más
Leading cloud communication company, Ozonetel on Monday announced an integration with cloud-based customer service software company, Zendesk. “The integration brings about improved customer experience with support executive accessing customer data instantly,” said CEO, Ozonetel Communications, CSN Murthy.
“The enterprises can have complete contact center as a service at a fraction of the TCO they were spending before and improve customer satisfaction,” added Murthy. “Ozonetel’s CloudAgent is recognised as a market innovator in offering contact centre solutions, while Zendesk is a market leader in building technologies that improve customer relationships”…
Hace 10 años, nuestra compañía, líder en México, llegaba a la Argentina, para prestar un novedoso servicio de venta y customer service. Poco a poco, el call center fue cobrando identidad y vuelo propio, cuando llegaron nuevos clientes, y más posiciones de trabajo. Así, a partir de 2017 comenzó la gestión de Eficasia, contact center que forma parte del grupo Ike Asistencia.
Dialogamos con Tomás García Laredo, quien además de ser su director general, fue responsable del start up de la compañía. Tomás nos cuenta los proyectos de la empresa en una charla que dan ganas de conocer más de cerca la cultura de Eficasia. Como bonus track comparte una anécdota del start up del contact center.
The Roads and Transport Authority (RTA) in Dubai revealed that its Call Center (8009090) had received 1,184,100 calls during the first half of 2017 at a response rate of 11 seconds per call, which compares well with the planned response period of 20 seconds per call. It is noteworthy that the Center handled 1,084,635 calls during the same period last year.
Ahmed Mahboub, Executive Director of Customers Service, RTA Corporate Administrative Support Services Sector, said, “Receiving more than one million calls during the first half of 2017 reflects the growing number of people opting to communicate with the award-winning Center. It is recalled that RTA Call Center has won the Best Customers Call Center in the last edition of the Hamdan bin Mohammed Programme for Smart Government Award.
Guangfa Bank Credit Card Center (CGB Credit Card Center) is using FICO® Customer Communications Services (CCS) to help reduce its cost of collections and improve customer service across its credit card portfolio.
More than a year after the rollout, the business unit has managed to improve the average daily rate of repayment by 2 percent and has collected several hundred million yuan in repayments using the FICO solution. The use of this solution has also resulted in a significant lift in customer satisfaction levels for CGB Credit Card Center. Since the project was launched, the number of complaints the bank receives has dropped to one-tenth of when they were running manual collections.
The success of the project has earned CGB Credit Card Center an award from The Asian Banker for “Best Self-Service Banking Project in China”.
Este Seminario tiene como principal objetivo brindar la metodología y mejores prácticas necesarias para que el personal que ejecuta el Monitoreo de la Experiencia del Cliente, de los Ingresos y los Costos pueda evaluar cada contacto alineado con la mirada del cliente y del Negocio.
En esta línea, esta capacitación se orienta a entrenar al monitor en detectar oportunidades tanto a nivel del ejecutivo como a nivel de procesos que impacten positivamente en la Experiencia del Cliente y en los objetivos de Costos e Ingresos de la Organización, en diferentes entornos de servicio (Customer Service, Televentas, Cobranzas, Back Office)
Private lender Bank Central Asia senior vice president I Ketut Alam Wangsawijaya has said that VIRA, the company’s chat-based virtual assistant introduced in February, has started to attract more customers because of its faster response time compared to the bank’s conventional call center.
Since its launch, the virtual assistant, which uses Artificial Intelligence (AI) technology, has gained more than 180,000 users from various messenger apps, including Facebook Messenger, Line, and Kaskus Chat.
“BCA customers can just add BCA’s official account on Facebook Messenger, LINE and Kaskus Chat,” Ketut said in Jakarta on Sunday, adding that the new service was expected to ease the burden of its HaloBCA phone-based customer service, which received 14.5 million calls last year…
During the 2017 edition of the LATAM Awards for best organizations in customer experience services and solutions in Latin America, Chevrolet and Atento S.A. (NYSE: ATTO) received the highest regional recognition for customer management, LATAM Gold for Best Business to Customer Strategy, for its “Social Media Pilots” solution, developed for Chevrolet by Atento in the southern region of Latin America.
GM Argentina, in strategic partnership with Atento, manages Chevrolet’s Customer Relationship Center for Argentina, Uruguay and Paraguay as well as Chevrolet’s Plan de Ahorro program. Atento has developed a solution for the automobile company that is adapted to the needs of a customer who operates in an increasingly digitalized environment.
Esta semana en Contact Break, analizamos la mítica frase: “El cliente tiene razón”, sobre la cual se ha asentado el customer service tal como lo conocemos. Nos preguntamos si esto es realmente así y si existe otro posible enfoque sobre el tema.
CTIntegrations LLC, a leading software development and system integration company focused on the contact center, is pleased to introduce the latest major release of its innovative CT Suite™ software platform. CT Suite Release 3 is a web client solution that provides contact center agents with a single pane of glass across all channels, including a new collaboration channel and enhancements to reporting and search functionalities.
“At CTIntegrations, we continuously evolve our product to meet changing contact center needs, helping businesses deliver an exceptional service experience while optimizing their technology investments,” said Ronny Flaatten, CTO of CTIntegrations. “With our new release of CT Suite, we’ve made it easier than ever for agents to provide informed, consistent, and highly satisfying levels of customer service via a truly omnichannel and collaborative interface.” Read more
Contractor Connection® (a division of Crawford & Company) has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by Contractor Connection contact center operations to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers who recently contacted the company’s contact center in Jacksonville, Fla.
- A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
Etihad Aviation Group, the parent of the airline, has opened a customer service centre in Belgrade for its network of carriers. Its Etihad Airways Partners Shared Services unit will initially employ 200 Serbian nationals to handle reservation and ticketing services, including sales and loyalty programme account servicing, a statement from Etihad Aviation Group said.
James Hogan, the group’s president and chief executive, said the centre “will provide a wealth of efficiencies for each airline and allow them to compete effectively in an increasingly complex and competitive global marketplace”.
Etihad’s partner airlines include Air Serbia, Alitalia, airberlin and European carrier Etihad Regional. The group has been using its scale to find efficiencies, such as managing the airlines’ frequent-flyer programmes through a single company.
QPC has begun the rollout of a new telephony and workforce management system for Service SA. The platform is based on Genesys PureConnect powered by Customer Interaction Center (CIC). It will serve the agency’s 20 customer service shopfronts as well as its central contact centre.
The PureConnect solution includes functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, and supervisory monitoring. Kevin Kelly, Manager Customer Service Delivery, Service SA, Department of the Premier and Cabinet, says the organisation’s IT team spent more than a year reviewing technology options before deciding to deploy the hosted PureConnect platform.
“We have a distributed working model in place where we have contact centre agents located in a number of customer service centres across the state,” he explains. “We therefore needed a hosted infrastructure that could support our telephony needs as well as provide an automated rostering capability that could improve staff efficiency.” Read more
Georgia Natural Gas (GNG) has been recognized for contact center operations customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by GNG’ contact center operations to provide “An Outstanding Customer Service Experience.”
The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and Web self-service channel. Read more
Freeman, the leading global provider of brand experiences, is pleased to be recognized for Contact Center Operation Customer Service Excellence with its live phone channel for a seventh consecutive year under the J.D. Power Certified Contact Center Program SM.
The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman’s Customer Support Center operations to provide “an outstanding customer service experience.” Freeman’s contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR). Read more