{"id":62710,"date":"2016-01-26T05:21:52","date_gmt":"2016-01-26T03:21:52","guid":{"rendered":"http:\/\/www.myza.co.za\/the-reinvention-of-customer-service-through-advanced-analytics-and-omni-channel\/"},"modified":"2016-01-26T05:21:52","modified_gmt":"2016-01-26T03:21:52","slug":"the-reinvention-of-customer-service-through-advanced-analytics-and-omni-channel","status":"publish","type":"post","link":"https:\/\/www.myza.co.za\/press\/the-reinvention-of-customer-service-through-advanced-analytics-and-omni-channel\/","title":{"rendered":"The reinvention of customer service through advanced analytics and omni-channel"},"content":{"rendered":"

Companies looking to leverage the advantages of advanced analytics and omni-channel communication require a deeper understanding of the customer journey. That\u2019s the latest word on customer service from Quinton Pienaar, CEO of Agilitude a Salesforce.com and customer engagement evangelist. \u201cThere is a general lack of understanding of a customer\u2019s journey. This is exasperated by not having a proper understanding of each customer interaction point or the various ways to connect to a customer\u2019s emotion within each stage,\u201d he says.<\/p>\n

Another area that businesses may be falling short on delivering exceptional customer service is by not identifying the experience enhancers and detractors along the customer journey, making it all the more challenging to protect against the detractors, or find ways to focus on the enhancers.<\/p>\n

While today\u2019s omni-channel landscape can be a complex one to navigate, Pienaar notes that integrating the various channels into a single platform that enables agents to respond to customers on the channel of their choice, while not requiring the agent to switch between applications is key to providing support. \u201cIt is also important that a brand offers the same service level across all channels,\u201d he adds. \u201cToo often customers make use of social channels rather than traditional as they know they will get a response because of the public nature.\u201d<\/p>\n

More than ever before it is critical that companies offer the same consistent SLA and message across any channel while also providing the means for agents to effectively respond to customers irrespective of where the request originates. \u201cCustomer engagement is no longer an inside out, efficiency driven practice, but rather an outside in customer journey driven discipline. Customer interactions, processes and activities are put in place with the customer profile and needs in mind and how best to serve them,\u201d says Pienaar.<\/p>\n

As the focus of customer engagement continues to shift, Pienaar believes tools like predictive analytics will better enable service teams to anticipate customer needs more easily and accurately. The added benefit of reporting and KPI\u2019s also allow service agents and management to monitor and improve customer service aspects and identify ways to improve them. \u201cWhen integrated with a platform that allows you to create tasks, events and the ability to collaborate with your larger service team, it can significantly improve customer service.\u201d<\/p>\n

In identifying current trends in customer service-driven analytics Pienaar notes that a visual, real-time and shareable system that allows for predictive analytics with triggers to kick off events when certain KPI\u2019s are met not met will continue to become a key strategic imperative.<\/p>\n

Author<\/strong>: Kirsty Thompson from Watt Communications.
More Info link:<\/strong> http:\/\/agilitude.co.za\/
Images:<\/strong> For high res version\/s of One image\/s<\/em> please contact Watt Communications<\/strong>.<\/strong><\/strong><\/p>\n

\"Quinton-Pienaar-CEO-of-Agilitude\"
Quinton Pienaar<\/div>\n

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    Companies looking to leverage the advantages of advanced analytics and omni-channel communication require a deeper understanding of the customer journey. That\u2019s the latest word on customer service from Quinton Pienaar, CEO of Agilitude a Salesforce.com and customer engagement evangelist. \u201cThere is a general lack of understanding of a customer\u2019s journey. This is exasperated by not […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","ngg_post_thumbnail":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[9021],"tags":[5701,11280,5602,11281,11279,3406,4724],"class_list":{"0":"post-62710","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-mypr","7":"tag-advanced","8":"tag-analytics","9":"tag-customer","10":"tag-omnichannel","11":"tag-reinvention","12":"tag-service","13":"tag-through","14":"entry"},"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/posts\/62710","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/comments?post=62710"}],"version-history":[{"count":0,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/posts\/62710\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/media?parent=62710"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/categories?post=62710"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/tags?post=62710"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}