Page 3 - Telecom Reseller August-September 2015

August/September 2015
Telecom Reseller 3
Telecoms’ Key
Are you Scripted for Failure? Why

March/April 2014
Role in the a Guided Approach to Customer
www.telecomreseller.com
SUBSCRIPTIONS & CIRCULATION
Internet of Things
SE 28th Street, Vancouver, WA 98683
InteractionsisBest Call: 561-732-2335
Telecom Reseller TM
E-mail: publisher@usernews.com
SADVERTISING telecomreseller.com
Call: 360 260-9708 Toll FSruebes:cr8ip0t0ion6s67-8965 cripts are fairly common in almost all
Or change address, unsubscribe: 17413 SE 28th Street, Vancouver, WA 98683
Fax: 360 260-9726
Call 561-732-2335 businesses, especially when it comes to
sales and customer service. Nowhere is he point to pEo-imntail: publishWeerb@wwwu.tselecromnresewllers.c.ocmo• Em-mail publisher@usernews.com
r for some analog
Advertising
KNIGHT
GANGA
t e
this more true than in the contact center, where Call 360 260-9708 • Toll Free 800 667-8965 • Fax 360 260-9726
NEWS DEPARTMENT
to carry the new
managers have historically built scripts to make by Brandon Knight, VP Contact Web www.telecomreseller.com • E-mail publisher@usernews.com Please e-mail articles and press releases as attachments in Microsoft
gy, but so is the News Department
by Sam Ganga, President of o
sure agents stay on track and within guidelines.
Center Optimization for Corvisa Word format to jeffowen@telecomreseller.com. Suggested length
Global Mobility Services at Please e-mail articles and press releases as attachments in Microsoft Word format to
ks ine. Howeisv2e5r0,-300 woerdditsor.@Autsetrhnewes.ncodmo. Sfutghgesaterdtilcelneg,thpilse2a5s0e-3p0r0owvoidrdes. cAot nthteacentd of the article,
r
But in today’s world of higher customer (www.corvisa.com)
DMI (http://dminc.com)
and the provinifdoermration. Do not send graphics. We reserve the right to edit for content and length.
please provide contact information. Do not send graphics. We reserve the right to edit
,
expectations, the traditional scripted approach pointed to the CO For further clariication, please visit www.telecomreseller.com and click on Submission
telecomreseller.comandclickonSubmissionGuidelines.OuEditorialfor content and length. For further clariication, please visit www.
M
can actually be your undoing – And plenty of impacts customer satisfaction.
cKinsey & Company recently looked sible.
Guidelines. Our Edtorial Calendar (aloline) suseful forappropriatesubject matter. Calendar (also online) is useful for appropriate subject matter.
it’s not pos- Publisher and Director of Advertising
competitors are lined up to take your business So how do you walk that ine line between
at more than 150 speciic Internet of
Douglas Green, publisher@usernews.com
D trunk, therePublisher and Accounting I
when a disgruntled customer is ready to jump.
ensuring agents are saying the right thing, hings (IoT) applications that exist
Deputy Publisher
een the central Director of Carole SangTiorgaiocy Titus
Why? First, most people (agents included) meeting regulatory compliance standards, today or could be in widespread use within 10 e the call, and Advertising Executive Editor
Copy Editor
t
don’t like and oten won’t follow formulas; and giving them the lexibility to have a more years. he irm deines IoT as “the use of sensors DTMF digitsDouglas Green,
Jef Owen
Michelle Moody
Accounting
second, customers want to talk with someone personalized interaction that truly meets the and other Internet-connected devices to track then route the publisher@ Tracy Titus
Technology Editor
who is really listening and responding like a customer’s needs? he most successful contact and control physical objects” and forecasts that ceived. Youusernews.com
vider send theCopy Editor
Michelle Moody
Ray Horak
e o
human, as opposed to a robot reading from a centers opt for a guided worklow solution.
by 2025, these sensors and devices could have a Deputy Publisher your extensionCarole Sangiorgio
Technology Editor
rayhorak@
script.
total economic impact of $3.9 trillion to $11.1 lly, you have Graphic Design and Production Ray Horak, rayhorak@usernews.com
usernews.com
u
In fact, for many sales and service Guided Worklow Tools Have
trillion per year. hat’s per year.
Executive Editor Spritzer TGyperaandpDhesigcn Design
atch the DID Jeff Owen m
professionals the script can become a hindrance Come a Long Way
IoT is not merely a buzzword; it is a network Raspberry Jam Creative example, your The publishers of this newspaper assume no responsibility for statements made by adver-
rather than a help to delivering a fulilling If you were among the early adopters of guided that already exists and will provide increasing tisers in their advertisements, nor do they assume responsibility for statements or opinions
1234andyToheuprublisheresxporfestshedisorniemwplisepdainptehrecaoslusmumnseofnthoisrnewspspoanpesri.bilityfor
customer experience. When your staf has worklow tools of the past, you likely had a less business value across all industries, telecoms statements made by advertisers. in their advertisements, nor do they
5-1234. You
assume responsibility foNrewsstpaatpemr delnivtesryotro copnfienrieonncesperxfoprrmesdsbeydCToSrAimr Seprlviieced d the last four
n
more lexibility to respond in a genuine way than terriic experience. hat’s because in the
included. Over the last year alone, the number
call would just in the columns of this newspaper.
that’s actually relevant to the customer’s needs, On a ground
.
it not only improves agent satisfaction but also
GANGA continues on page 5 ››
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