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Get your contact centre ready to handle the digital era

As we all know, we are a more connected society than ever, but is your contact centre as customer-centric as it needs to be against the backdrop of a somewhat uncertain and ever-changing environment? Customer engagement outside the parameters of the traditional ‘call centre’ is growing exponentially and, in many ways, contact centres need to keep up. We in eleven have looked at this under four areas:

Unification - A growing number of progressive businesses, particularly the online ones, have realised contact centres have to be integrated to stand a chance of delivering a consistently good customer experience. Often this means taking a joint approach to voice, digital agent assisted, and self-service channels under one organisational structure.  Customers already have the expectation that businesses will have full visibility of their online and offline activity, and thus are able to resolve issues quickly. Anything less will result in frustration and churn, impacting on the bottom line.

Social channels - Indeed the Deloitte Global Contact Centre Survey for 2017 encourages contact centres to “think social” as it predicts that social media will likely emerge as the mainstream medium for customer service expanding from just 4% of contact centre interactions to 9% by 2019. However customers don’t think in terms of channels – they think in terms of finding an answer to their question or a solution to their problem. They may reach out via voice, the web or over a social media channel like Twitter.

Omni-channel - Customer expectation needs to be serviced by a contact centre capable of bridging the gap between online and offline channels offering an omni-channel customer experience, in a consistent and unified approach. For contact centre agents, an omni-channel system can provide complete context of every interaction a customer has had with each touch point in a business, which has the potential to greatly enhance the overall customer journey and boost retention.

Customer experience - At eleven, we view customer experience as a priority and often make recommendations on projects based on this perspective. We work with our clients to identify pain points causing critical strain on the business, and deploy initiatives and strategy across organisational silos that will have the most benefit to the customer while also driving efficiencies - transforming ‘voice only’ departments into customer engagement hubs.

The modern day contact centre is one that needs to have the digital engagement ability to be agile and adapt to future demands. It’s time for contact centres to take a customer focused digital-first approach and empower their agents to deliver those consistent customer experiences.  

Is your contact centre truly fit for future purpose?

Author: Albert Keating

eleven's top tips on how to create and maintain a positive culture in the workplace


At eleven we do our upmost to provide a positive culture in the workplace, so we put together some tips to help you do the same within your business.

If you want to have a happy and motivated team, keep on reading!

We specialise in contact centres, but the truth is these tips are great for any professional activity, as they focus both on technology and the human side of the business.

This is easier said than done, but you can build it slowly and improve a little bit every day.
You will definitely get good results!

Check out our eleven top tips:

  1. Get the technology in place – some applications you just can’t live without
  2. Invest in good systems and keep it simple - it’s frustrating to work with a complicated system, or several…
  3. Adopt an all-in-one interface that gathers the necessary features – we can help with that!
  4. Create some gamification (competitions, team challenges) to engage your team
  5. Tell your team exactly what is expected from them – it puts them in the right direction
  6. Ask what’s important to your team and what frustrates them, then and act on it
  7. Give as specific feedback as possible and demonstrate trust in people
  8. Offer some variety to stimulate all the senses (new tasks, new office layout, etc.)
  9. Establish the same rules for everybody – be fair
  10. Value people’s opinion – they have more to say than you may realise
  11. Celebrate their professional and personal victories – let them know you value them as people, not only as professionals


If you would like to see your business get to next level, let us know through info@makeiteleven.com.

Let’s go beyond.

People. Process. Technology. One cannot exist without the other and together all three aspects can create something very special

Introduction to Mark’s approach - customer experience at eleven

 

eleven focuses on your business, what drives it, what helps it tick and what the company’s goals are. This intertwined approach to working means goals are achieved with both short, medium and long-term results in mind.

As a business analyst with eleven, my role is to delve into different companies’ worlds, immerse myself, understand what creates the magic and identify the areas where we can add value. My primary focus is the deployment of our solutions and consultancy, both disciplines require a strategic and hands on approach. I feel from my time thus far in eleven the more involved and immersed we are within our client’s business the better results we achieve, doors open and different areas of the business can be explored further.

We hear it all the time ‘customer experience is everything’ but sometimes this can get lost and not fully understood. eleven makes sure this message is not only understood but achieved. Once a full understanding of the business is achieved and analysed I help in delivering feedback or matching the business needs with our solution.

For example, from a solutions perspective, a business requirements document and a technical requirements document is created tailored to our customers’ needs, this in turn lays the foundation for building out our telephony platform. This structured approach means that nothing gets left behind and the solution can be deployed quickly and efficiently.

Author: Mark Costelloe

Emotions in Customer Experience


This subject has been getting a lot of attention lately and last Thursday’s CXPA event in Dublin Airport was no exception. Peter Dorrington, Director of Customer Insights at TTEC was the invited speaker and started his presentation by asking the audience “How many of you are using emotion analytics?”.
The audience went silent. Nobody was actually considering customer emotions.  
And why should we?

The importance of emotions
Why is it so important to take emotions into account when it comes to customer experience?
Is it just trendy or is there a strong reason?

In fact, studies reveal that 95% of our purchase decisions are unconscious (source: Prof. Gerald Zaltman). Also, it comes out that satisfaction, after all, is not that of a strong indicator of loyalty, because “People’s satisfaction doesn’t prevent what they’re going to do next”. On the other hand, emotionally connected customers are 52% more valuable to a brand than the highly satisfied ones, according to Harvard Business Review, and that is the indicator we should be looking forward to measuring.  

Emotions and experiences
“Experiences are subjective." They are judged by both logic and feelings and do not report to what happened, but to our perception of what happened, so what influences our next decision is our memory.

According to the ‘peak-end rule’, we remember the strongest emotion the experience made us feel and the last one, meaning it is all about how it makes us feel instead of what we've been told. We base our decisions on emotions, and afterwards we try to rationalise the choice. We believe we are buying out of quality, price and convenience, when we are just attracted to how this purchase will make us feel in the future.
Emotions are individual, situational, fleeting and unpredictable, and behaviour can be influenced by several criteria, such as internal and external influences, emotional variations, functional factors (price, availability, convenience…), the context and, most of all, prior experience. They are complex and get mixed together very easily, so much that we lose self-awareness when someone asks us to describe our feelings.  

Emotionally connected customers
Companies are struggling to get customer attention and loyalty even after having strongly invested in staff training and new systems, and why is that? Because emotions are missing.

Remote contact sets people apart by nature, but there are some techniques you can rely on change that.
Start by setting your company’s vision, then the goals, establish the necessary capabilities to achieve them, design a plan and take action, so that afterwards you can reverse the order and work from the bottom towards the vision. This vision should be communicated to every employee as they are the ones delivering it to the customer.
Also, employees themselves need to be engaged in the business. They need to have a good experience to be able to provide one. Listen to them, get them to participate in business decisions and be value for their work. This will make them happier and more likely to see and treat customers as humans looking forward to being understood and solving their issues.
Lastly, in what regards measuring customer experience, instead of asking customers to classify it numerically, a better way to obtain more accurate results is to ask them to describe the experience, for you to have factual and more detailed information.

And, once you have the feedback, act on it. Prove that you're listening.

GEMA becomes Eleven

GEMA becomes ELEVEN: Our transformation and what it means for our customers

For GEMA, 2017 has been a year of transformation, no less so than in our own brand and identity.

From the beginning, we built GEMA around understanding our clients and connecting them with the solutions they need to achieve their operational goals. We have seen exciting growth since forming in 2014, across service areas such as change management, business transformation and contact centre redesign.

But like technology, our own business is ever evolving to meet the needs of customers, whether that’s through our service offering or the skills and experience we pull in to the business through our staff.

It gave us the opportunity to take stock of the work we’ve carried out over the past three years and to reflect on how we’ve gone through our own transformation. This led us to the decision to take GEMA in a new direction, with a complete brand overhaul and new identity that we felt was authentic, meaningful and relevant both to us and our client base.

We knew that you wanted a service that was 10/10, so we thought we’d make it eleven.

So what’s changed?

Well it’s not so much what’s changed as what will remain the same. Our customers will still benefit from our decades of experience in contact centres. Our understanding of the industry challenges. Our knowledge base of current and future technologies capable of elevating your business to the next level and our personable approach that makes us your go to consultants for contact centre solutions. After all people ultimately chose to do business with people they like, trust and value.

To our current and prospective clients, we appreciate your business and are proud to be a resource for you. As we move forward with eleven, we eagerly await to see what the future holds and look for new opportunities to enhance your business and, as always, we encourage you to call us to draw on our extensive experience in the contact centre industry.

Thank you to all our customers for inspiring the important change!

Go digital or ........


The modern day contact centre
We are a more connected society than ever, but is your contact centre as customer-centric as it needs to be against the backdrop of a somewhat uncertain and ever-changing environment? Customer engagement outside the parameters of the traditional ‘call centre’ is growing exponentially and, in many ways, contact centres need to keep up…

Integration
A growing number of progressive businesses, particularly the online ones, have realised contact centres have to be integrated to stand a chance of delivering a consistently good customer experience. Often this means taking a joint approach to voice, digital agent assisted, and self-service channels under one organisational structure. Customers already have the expectation that businesses will have full visibility of their online and offline activity, and thus are able to resolve issues quickly. Anything less will result in frustration and churn, impacting on the bottom line.

Social media
Indeed the Deloitte Global Contact Centre Survey for 2017 encourages contact centres to “think social” as it predicts that social media will likely emerge as the mainstream medium for customer service expanding from just 4% of contact centre interactions to 9% by 2019. However customers don’t think in terms of channels – they think in terms of finding an answer to their question or a solution to their problem. They may reach out via voice, the web or over a social media channel like Twitter.

Omnichannel
Customer expectation needs to be serviced by a contact centre capable of bridging the gap between online and offline channels offering an omni-channel customer experience. For contact centre agents, an omnichannel system can provide complete context of every interaction a customer has had with each touch point in a business, which has the potential to greatly enhance the overall customer journey and boost retention.

Customer experience
At eleven, we view customer experience as a priority and often make recommendations on projects based on this perspective. We work with our clients to identify pain points causing critical strain on the business, and deploy initiatives and strategy across organisational silos that will have the most benefit to the customer while also driving efficiencies - transforming ‘voice only’ departments into customer engagement hubs. The modern day contact centre is one that has the digital infrastructure to be able to ability to be agile and adapt to future demands. It’s time for contact centres to take a digital-first approach and empower their agents to deliver those consistent customer experiences. Is your contact centre truly fit for future purpose?