Dialing into the new year: Customer experience in 2020
It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying touchpoints, CX has come into sharp focus. So where is customer experience heading this year? What are the expectations? And more importantly, how will you meet them? Customer convenience remains key Customers are becoming more demanding, more discerning and definitely more reactive if expectations aren’t met. Aren’t we all! According to studies by Walker, it [...]
Call Center Trends in 2020
Everyone says 2020 is going to be a year of upgrades. And we don’t deny that. Call Center Trends for 2020 look at upgrading call center efficiency, speed of response and productivity. It looks at improving and playing an important role in shaping customer experience. Here are the top 5 trends we predict: Call Centers use self-service to scale up. Scaling up call center operations has never been easier. On one hand voice bots, conversational IVR, and chatbots have matured tremendously over the past year. On the other hand, customers are more willing than ever before to engage [...]
Voice Bot Conversations: Hype or Reality?
This article spotlights the growth of voice in India, one of the fastest growing economies and the second most populous country in the world. 2019 was termed the year of the voice. In the United States, over 60 million people owned smart speakers by the end of the year. Says Sarah Peres, in Techcrunch " The growth in smart speakers is part of a larger trend toward voice computing and smart voice assistants — like Siri, Bixby and Google Assistant — which are often accessed on smartphones". With the lines blurring between voice bots and virtual assistants, AI and [...]
5 reasons customers (still) need your contact center
Do you expect to create a product or service so perfect that customers never need to speak with you? Don’t overlook the critical role of customer communications when growing your business. Here is why. Customers don’t pointlessly want to talk to your business. The popular quote by Jeff Bezos states it best “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” So why do businesses create call centers? Can’t they channel their customer service budget into marketing and product development instead? Unfortunately, not. There is an [...]
New Year Resolutions for Your Contact Center
Yay, it’s 2020! We know how we’re all wondering how fast the year 2020 has arrived. A year we all look forward to. A year full of phase shifts in the world of technology; a year that’s really going to be for growth. And while we all talk about growing, how far have we planned our goals? For all those contact centers who wish to make the most of the new year 2020, here’s a game-plan. Improve Customer Emotions Customers today have become more involved in brands. They look to make a connect and have a sense of belongingness [...]