Call Center Solutions, Complaints Management Module, Contact Center Automation, Contact Center Solutions, CRM, Social Media Engagement

Empower your Call Center agents for quality services delivery

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For quality customer service across your touch points whether through mail, social media, call/contact center or walk-ins. You must, i repeat,  must empower your call center agents and relationships managers to succeed.

As a business analyst in several requirements gathering sessions and CRM road map planning, we have seen and documented a lot of shocking pain points that come up, when brainstorming with the end users themselves; the agents and their supervisors.

One agent in a Bank (i can’t mention the name) had to always open 5-7 different windows to handle a complaint. Only those in this line of business can understand the pressure these agents feel when an irate customer who is threatening fire and brimstone is at the end of the line. The funny fact is that sometimes if not most times, she wont be able to resolve the case on the call due to the banks policy. She would have to keep apologize with a promise of a 5 working days SLA and an email to the department concerned.  If the customer were to call again, he/she may have to speak to another agent and repeat her story.

One other agent  had to always stand up from her seat, go to a central system to get an information due to the bank’s policy.  The snags experienced in Email management and escalations is on another level that we do not have time ad space to cover! These pain points can cascade to heaven without automation. Bottom-line is that the business keeps suffering as quality will drop, customers will be unhappy and agents demotivated.

So, how can we help these agents to be at their best to render quality service?  The answers is “Agent enablement”

By Empowering your agents with tools(technology), guidance(business rules with SLA) and data they need to resolve issues on one call , they are enabled to offer quality services to your customers. So arm them with information of your customers and also their interaction history to ensure first call resolution. So that in cases of serious unresolved complaints, customer wouldn’t have to repeat their stories all over to different agents at different times of contact. Armed with the right tools, Agents can  speed  up resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service unit.

That service software is Microsoft Dynamics 365 for Service!

Agent enablement with Dynamics 365

With business  tools from Microsoft Dynamics 365 for services, we can bring all the information agents need to manage a customer to a unified screen through integration and business processes and rules that will

  • Support agents with a visual interface that delivers role-tailored experiences
  • Help Agents manage cases faster and provide differentiated levels of support
  • help reduce AHT with speed resolution using machine learning and advanced analytics capabilities

CRM case management dashboard

Do you want to find out how ?

Contact Scimitar Global Service Limited now by dropping your contact details here. We will follow up with you to agree on a discovery session with your stakeholders and business unit heads to look at your road-map and a roll out plan base on your areas of priority and quick wins .

 

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Microsoft Modern Business Solutions, sales force automation, Social Media Engagement, Uncategorized

Social Media Engagement

MSME Smart Business Solutions from Scimitar Global Services LimitedThe speed at which we do business, and the number of channels we’re using to do it, is rapidly increasing. Your customers and employees have many choices when it comes to communicating, and social media channels are key components of the customer journey. It’s crucial that today’s organizations embrace social as a key aspect of digital transformation, rethinking how they approach customers as well as internal communication. D365 customer services dashboard.jpg

Social media found its first foothold in most organizations through Marketing or PR, but has since expanded beyond those groups into teams like Customer Service and Sales. Service agents can meet customers on the channel of their choice to solve problems effectively. Sales teams can gather intelligence, source new leads, and build credibility through social selling. Employees in any role can leverage social insights to better understand the voice of the customer.

Microsoft Social Engagement, a part of Dynamics 365, helps your organization harness the power of social media to achieve real business results – not just Likes and Shares. Here, we’ll dive into how Microsoft Social Engagement empowers employees in Sales and Customer Service by augmenting what’s available in each of those Dynamics 365 applications to create more personalized customer engagements.

Build seller credibility

Today’s sales force isn’t just mobile: they’re social, too. The rich landscape of communication channels available has made things complicated, but has also opened up a myriad of possibilities for better, more informed engagement between buyers and sellers. Buyers use the wealth of information available to them online to learn more about the products they’re interested in or sellers they interact with, and social channels like LinkedIn, Facebook, and Twitter are a huge piece of that. On the other side, sellers are using social channels to learn more about their customers and prospects and source new leads.

Microsoft Social Engagement empowers sales teams to sell more by leveraging social media through personalized, actionable smart recommendations from the newly released Social Selling Assistant. Social Selling Assistant, available through Microsoft AppSource, leverages the power of Azure Machine Learning to recommend content to share and keep you informed about your company, competitors, or customers on social. Best of all, Social Selling Assistant’s built-in intelligence and integration with the Dynamics 365 for Sales application means it takes only a few minutes each day for your sellers to build a credible social presence and learn what’s top-of-mind for customers.

Identify prospects and generate new leads

With artificial intelligence and machine learning, social media posts become leads through Microsoft Social Engagement and Dynamics 365 for Sales. We’ve developed the technology to detect intent in any social media post, with purchase intent being one indicator sellers can capitalize on. Machine learning trains the application to identify incoming posts with purchase intent, and feedback refines the results over time so they’re tailored for your organization. Instead of wasting time manually sorting through social media noise, posts can be automatically routed as leads into the Sales application, meaning your sales team doesn’t lose time switching back and forth between multiple applications and can address opportunities quickly.

Care for customers on whichever channel they choose

Like sales, the customer service process is more complex than ever, with phone, email, chat, and social all in the mix of channels your customers can choose to reach out. And with criticisms and complaints being so visible on social channels, what used to be a simple customer service issue now has the potential to become a major PR problem if an angry tweet reaches the right people. Customers expect a response to social media questions and complaints about service issues (many of them looking for that response in less than 24 hours), and many organizations face a great challenge in mounting a full-scale, omni-channel customer service team that can support these growing media.

Simplify service with intelligence

Microsoft Social Engagement enables effective omni-channel care by simplifying the process for service agents. From automatic intent detection for information requests, support requests, and complaints to smart sentiment and the ability to automatically route social posts as cases, agents can focus on delivering excellent customer service in a timely manner. If information requests, support requests and complaints aren’t the right categories for your organization, Microsoft Social Engagement offers the ability to create custom tags for categories that matter most to your team, and a few manual categorizations up front allow machine learning to start working, automatically tagging and routing the posts in your custom categories to Dynamics 365 for Customer Service to be resolved, or assigning them for triage right from Microsoft Social Engagement.

Not every word or phrase has the same connotation for each organization (think: the idea of a “kill” for a video game could be positive, while it has negative meaning in most other contexts), so while sentiment tagging in MSE is automated for 19 languages, it also operates with the same machine learning capabilities as intent and tagging—a little bit of feedback helps tailor the solution to your needs. With these capabilities, it’s easy for service agents to focus on the social posts that matter most without getting distracted by false positives.

Sales, Service, and Social with the power of Dynamics 365

Microsoft Social Engagement is included with most Dynamics 365 Application and Plan subscriptions at no extra cost, so everyone in your organization can have better, more personalized engagement with customers on social media.

Learn More

Curious about how social can change the way you engage with customers on your digital transformation journey? Learn more about Microsoft Dynamics 365, Microsoft’s next generation of intelligent business applications that unify CRM and ERP capabilities, enabling your organization to grow, evolve and transform to meet the needs of your customers and capture new opportunities.

Credit for this content goes to Elisabeth Michaud of Microsoft. She is a Product Marketing Manager for Dynamics 365, focusing on Social Engagement. Elisabeth focuses on telling the story of Microsoft Social Engagement, as well as social media functionality across all of Dynamics 365. She brings years of experience in the social media sector, including roles as a social media marketing and community manager and product marketer for a social analytics application at Hootsuite

As a Microsoft partner, we are the boots in the field and trenches with you. contact us today for a discovery session with your stakeholders and business unit heads to look at your road-map and agree on a roll out plan from the areas of priority and quick wins .

Contact us for a further discussion.

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Entrepreneurship, Microsoft Modern Business Solutions, Small Business, Training , Development and Empowerment

The entrepreneur and ICT

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“Entrepreneurship has traditionally been defined as the process of designing, launching and running a new business, which typically begins as a small business, such as a start up company , offering a product, process or service for sale or hire. The people who create these businesses are called entrepreneurs. It has been defined as the “capacity and willingness to develop, organize and manage a business venture along with any of its risks in order to make a profit. While definitions of entrepreneurship typically focus on the launching and running of businesses, due to the high risk involved in launching a start-up, a significant proportion of businesses have to close, due to “lack of funding, bad business decisions, an economic crisis – or a combination of all of these or due to lack of market demand. In the 2000s, the definition of “entrepreneurship” expanded to explain how and why some individuals (or teams) identify opportunities, evaluate them as viable and then decide to exploit them, whereas others do not and, in turn, how entrepreneurs use these opportunities to develop new products or services, launch new firms or even new industries and create wealth. Recent advances stress the fundamentally uncertain nature of the entrepreneurial process, because although opportunities exist their existence cannot be discovered or identified prior to their actualization into profits. What appears as a real opportunity ex ante might actually be a non-opportunity or one that cannot be actualized by entrepreneurs lacking the necessary business skills, financial or social capital.”… ( credit to Wikipedia)

One thing i want to add here is the part of the entrepreneur and ICT. Entrepreneurs are recognized as important drivers of economic and social progress, and rapidly growing entrepreneurial enterprises are viewed as important sources of innovation, employment and growth. That innovation today is definitely tied to technology.

As entrepreneurs and business owners we must continue bridge the gaps and reduce the challenges within our business environment with technology available to us today.  I really like the way Fate Foundation put it on their blog : ”  From the fish seller downtown at the market putting calls through to her suppliers, notifying them of her depleting stock; to the shoe-maker at the corner of a street calling customers to inform them of their ready-to-pick-up shoes; to the dressmaker who uses messaging apps and social media platforms to display and sell her products; and the working professional who orders lunch from online food delivery companies, technology with the added benefit of the internet and various information & communication technology tools is gradually becoming an integral  part of the Nigerian business environment and our lives.”

The increase in mobile phone access and the introduction of smartphones have also increased access to the internet on the go. Just a few years ago, you had to visit an internet cafe to gain access to the internet. Today, it is not uncommon to see people standing on the street or sitting in a waiting room buried in their phones either responding to emails, visiting social networking sites or getting official work done from their different communication gadgets.” …(credit to Fate Foundation :How ICT Is Influencing the Rise of Entrepreneurship in Nigeria)

I just couldn’t think of a better way to put better. So i will leave it there and thus continue to point us entrepreneurs to the dangling-right-before-our-noses low hanging fruits, like your phone!  Yes that your  Smart phone!  That’s a mobile  advertising tool and not for selfies and chats alone. It is very important that we understand the need to use what we have to market our brand.  Funds for marketing as a small and medium enterprise is hard to come by now especially in this recession.  Have you tried to get a loan, grant or other investment support , it can be likened to one going to meet a native doctor when his demand will be an eagle’s egg, the teeth of an ant and the tooth of a life lion.  Not until now that Lagos State Government through its LSETF is giving out loans at single digits to entrepreneurs. The first ! And i hope other states will do same.  Nigeria Association of Small and Medium Scale Enterprises NASME Lagos is also helping entrepreneurs  who are members like me to process the LSETF grants. So contact NASME here +234 813 833 3998. Remember to say you got this information from Scimitar Global Services Limited( SGSL). We are a member of the Faculty.

So we need to look inwards and see some other tools  and services within reach like our GSM phones and Internet data,  laptops, tablets, social media (Facebook, Twitter,  Instagram and  LinkedIn) to market our businesses.

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We need to reduce our Social media activities around the government, President Buhari this and that, EFCC this and That.  corruption here, recovered loot there and channel more efforts to pushing our brands with these tools. I am not saying they are not important or worthy causes but i think the time spent on that may be better spent on pushing your products and services like the big brands out there. They are on social media too pushing even with all the money they have.

We also need to understand the importance of  Four “P”s of marketing as it applies to  smallRewrite-the-Ps-of-marketing and medium Enterprises and the activities around the “P”s required to push a brand. As an Entrepreneur and Business Owner you MUST understand the four P’s of Marketing  and it has nothing to do with running around begging the customers with your product in hand!  You have to create the right Product , Promote it at the right Price through the right channels(Place).

These are the 4 P’s of Marketing.  We finished the session with a charge. See the screen shot.

Nasme TPM charge

As a Microsoft Partner in MSME and Mid market business, Scimitar Global Services Limited (SGSL) can help your MSME Business with modern business tools to support your plans and strategies at low cost relative to your business.

We are offering consulting services to Ignite your business with our Smart Business Solutions.  So register below for our Smart MSME Business round table coming up in July. Let us strategize with you on how you to leverage Smart Business tools to automate and market your business for more customers and more revenue. We are offering you some promos for the first 20 sign-ups for our sessions this month and the next with:

  • Discounted Business class email
  • Discounted Website design and hosting
  • Free consultancy
  • Discount on Digital marketing
  • Discount on CAC registration if your business is not registered.

We will show you activities to help push your brand. So do contact us today for a chat on how to empower you or your employees to market your business, leveraging  budget friendly technologies available to you.  For the promo please click here 

You can also leave your details below. We will contact you.

#MSME #SME #smartmessage #smallbusiness #communicationiskey #Solutions #ModernBusinessSolutions

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