Call Centre Week Canada
- Written by David Ciccarelli
- 3:30 PM
- Add Your Comments (3)
Keeping customers and winning new ones via word of mouth is the key to maintaining top line revenue - you can never cut costs enough to survive if you can't maintain the top
line. However, customers are now much less tolerant of any service glitch.
Delivering flawless service is critical to maintaining reasonable margins and taking advantage of the most cost-effective marketing mechanism... word of mouth.
Businesses of any size can take advantage of this tremendous opportunity to hear how other companies operate and utilize their call centres to create memorable customer experiences and spur on positive word of mouth.
Next week, I'll be speaking at Canada's most highly anticipated call centre event alongside 35+ award winning speakers, all of whom are prepared to share their call centre solutions.
Voices.com Involvement with Call Centre Canada Week
For my part, I'll be discussing how the team at Voices.com uses Salesforce for our customer relationship management and how we've integrated Salesforce with LivePerson's LiveChat technology.
Here's exactly what I'll be covering at Call Centre Week Canada:
๏ Creating a customized, flexible package that grows in alignment with corporate growth
๏ Generating sales through live chat
๏ Integrating CRM with live chat
๏ Optimizing live chat by employing skills-based routing
๏ Achieving 100% user adoption of CRM
Impressive Results with Salesforce
Several years ago, we selected Salesforce for our customer relationship management initiative. I'll be sharing how we realized a 62% increase in sales, as well as a 215% increase in leads in the first three months of our customer relationship management implementation.
Live Chat Makes Customer Service More Personal
If you've been a customer of Voices.com and had a question, you've likely tried our live chat service. In a nutshell, it's an instant messaging service where you can ask us questions and we'll answer you -- right there on the spot. Plus, you can have the answer sent to you by email, so you've got a copy as a back-up.
Partnering Live Chat with CRM
With hundreds of chats occurring each week, and often two or three happening at once, our customer service staff needed an easier way to quick pull up account records in Salesforce, and right within the LivePerson Live Chat console.
After some research and connecting with the group at LivePerson, we have been able to successfully integrate the two applications.
If you're interested in this topic, Blake Landau from IQPC and I recorded a podcast recently where we talk about this in quite a bit of detail.
Join Me at Call Centre Week Canada
IQPC's Call Centre Week Canada conference on August 17-20 in Toronto, Canada.
Looking forward to seeing you there,
David
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Comments
Hey, Dave...
I wish I could be there to hear, learn from and enjoy that speech you're workin' on. As a customer ( or partner, if you will) of Voices. com, I can attest to the companys seamless way of doing business--from the excellent leads and opportunities provided to the voice talent, right down to the way they troubleshoot and solve the rare problems that pop up.
You do indeed have something to share and a success story to tell!
I listened to your Podcast with Blake Landau and enjoyed it very much. Great subject matter and I wanted to compliment you from a business strategy standpoint on thoroughly covering the bases well relative to service/support leveraging 'live chat' as well as effectively marrying together live chat as well as CRM into one strategy that works very well. Now that I am retired from my Corporate Job and am now a full time voice actor, I look back and there are many times I wish we had such a capability available to my team and I, that you have so effectively implemented here at Voices.com.
Having a live chat capability is essential and can be a real differentiator in these times where time & cost are of the essence not to mention customer sat; and having key customer data at your support staffs' fingertips is critical to make the experience not only successful but enjoyable. The trouble with many online tools & sites is the dread one feels in the pit of their stomach when they need help and knowing what it is going to take to get something fixed or the struggle that they or the support staff on the other end will have obtaining needed information about they, the customer. But what you are doing as well as how well you have thought-out and implemented it is really top notch.
Best of luck at the Conference in Toronto....I know you will do great! I was actually scheduled to be in Toronto during that week but unfortunately incurred a change in plans; I would have liked to meet-up with you then/there, but perhaps another time.
Good luck and Bravo to you, Stephanie and your entire team!
Good customer service represents the brand value of the company and an expert service is also needed. In this way attending a seminar or a conference will be of great use. What are the qualities required to provide a good customer service?