The Great Call Center Review - Must have services your call center needs for in 2014

www.OZEKIPHONE.COM What's hot in 2014? CALL CENTER REVIEW April 8, 2014 Written by: William Moore TI GOODBYE OFFLINE JUST, HELLO ONLINE CUSTOMER CARE IN THIS ISSUE: E. Top rated source of help among online shoppers.. p1 | very year more and more people become accustomed to the idea of online purchasing. 83% of online users have already made an internet purchase. 56% of online users are purchasing online regularly. How to turn your online inquiries into sales... p2 Why is it inevitable to improve your digital core?.. p3 83% of online shoppers need some form Top 7 call management tools in 2014 p4 of support during their online journey. p1 61% THE TELEPHONE is the most popular source of help closely followed by e-mail (60%) and live click-to-chat (57%) thereafter FAQ (51%), click-to-call (34%), online forums (17%), video recordings (12%) and finally live video chat (7%) We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos, CEO Amazon.com p2 BREAKING NEWS INTERACTIVE HIGHLIGHTS Key factors of a great online customer experience have been found out 31% Getting the customer's issue resolved quickly of customers purchase more from retailers after a positive shopping experience. Getting the issue resolved in a single interaction Dealing with a friendly center representative 71% 7,8% 1 Being followed up with the same person Save a copy of interaction Having some follow up of online shoppers want support immediately or within 5 minutes of abandoned e-transactions could have been converted into sales with better service. Providing customized offers p3 Apart from your well-trained support staff, THE DIGITAL CORE is the main driver of the success of your call center. Get the most out of your call center This video provides some useful tips on how to improve your call center by using the professional call management features of the Windows based Ozeki Phone System XE. Video available at http://bit.ly/1hWp2d4 Don't miss the best tips! -- - p4 7 MUST HAVE SERVICES for your call center in 2014 #1 Managing even unlimited simultaneous calls by using call queuing, call transferring, call recording, ring groups, conference room, video calling, time profile, music on hold, etc. Using IVR (Interactive Voice Response) menu H2 by presing UTMF buttons on their touch-tone telephone keypad in order to navigate your customers automatically through menu levels # 3 SMS and E-mail messaging for sending and reveiving text messages for the purpose of notification, alert or reminder # 4 Mobile device support to be able to allow your support staff to use their own smartphone or tablet within the corporate phone system (BYOD) even out of the office #5 # 6 #7 Voicemail to let your partners leave a message for you in order to avoid missed calls even out of the working hours Webphone to be able to conduct phone conversations with your website visitors through your corporate website High level of security in order to encrypt your calls, to get system notifications and create a backup/make recovery The best way to improve your call center: DOWNLOADING OZEKI Phone System XE More stories, tutorials and pictures at WWW.OZEKIPHOHE.COM www.ozekiphone.com : 2014 Piktochart -I make information beautiful