In a digital-first era, how do organisations show customers they care?
Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations.
Customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre
As your business becomes larger, it’s easy to assume that, at some point, you have to sacrifice the personalized customer service that you used to provide.
But by automating and standardizing the right processes with appropriate knowledge base articles, you can give your agents the support they need to spend less time routing calls and spend more time with your customers.
While a call centre’s primary purpose is delivering the best possible customer service, part of that equation should also include effectively generating sales. After all, high-level customer service interactions allow you to identify what a customer wants and presents the opportunity to sell them exactly what they need.
That being said, many businesses find it difficult to effectively generate sales from their call centre. When you consider that callers are primarily seeking answers to questions and resolutions to problems, sales can get a bit lost in the shuffle.
Thomas John at Five9 questions whether the COVID pandemic has sped up government and public sector adoption of cloud technologies.
In a word: YES!
Perhaps the only major benefit of the COVID-19 pandemic is the accelerated pace of digital transformation and cloud technology adoption.
Through necessity, working in the cloud has now been tried and tested, and even previously sceptical public sector IT leaders are likely to be convinced of its potential now.
Elisabeth De Longeaux at Odigo explains that today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain on customers.
This means that selecting Contact Centre as a Service (CCaaS) solution that works with existing customer relationship management (CRM) solutions should be a top priority for every contact centre manager.
When you consider the value consumers place on customer service, it’s easy to see why call quality monitoring is an integral part of call centre workflow. You might even say it is the lifeblood of a call centre operation.
According to a report conducted by customer support platform developers, over 90% of consumers say they will stop buying from a company after three (or fewer) poor customer service experiences. This highlights precisely where your customers place customer service when it comes to brand loyalty — three strikes, and you’re out.
Tamsin Dollin at NICE CXone explains how your customers have already engaged with your business before engaging your contact center
I bought a new “assemble-it-yourself” desk and chair last month to better accommodate my work-from-home lifestyle. Sitting on a dining room chair all day was taking its toll on my back.
Kezia Downing at Talkdesk explores if we can engineer more inclusive customer service with next-gen AI voice assistants.
A voice assistant uses voice recognition software to produce audible, natural communication with an end-user. The user can give commands or ask questions, and the voice assistant can perform the tasks or services required.
With recent improvements in artificial intelligence (AI) technologies, voice assistants can operate with a higher level of accuracy and are consequently becoming more popular among consumers.
Vonage has announced new research revealing that about half (47%) of consumers worldwide have increased their use of digital channels to engage with businesses and service providers over the past 12-18 months and 87 percent expect to maintain or increase this level in the next 6-12 months.
Further, consumers’ preference for connecting with businesses using video has soared by 300 percent since January 2020, while preference for messaging apps such as WhatsApp, Facebook Messenger and Viber, has doubled.
