Is digital transformation only a competitive edge, or is it actually something that changes how you view your customers? According to a recent article by James Warner, going digital shifts the focus of companies from what they sell to who they sell their products to; their customers. Companies that utilize Big Data to analyze their customers by segmentation of their social media interactions, website interactions, and other behaviors will be able to shift their focus towards a customer-centric philosophy. According to Warner, only when companies utilize Big Data to give their company a digital transformation will they be able to provide customers with the experience that exceeds their expectations and ultimately lead to long-lasting customer loyalty. To read more about this topic, please check out the following article: “How Customer-Centric Digital Transformation is Doing Wonders” by James Warner
Contact centers are constantly trying to keep up to date with TCPA compliance. In a recent article, Mckay Bird discusses the challenges many call centers face when trying to stay complaint and how one false move can lead to expensive lawsuits and fines. Bird elaborates on the following features cloud call center solutions offer that can help contact centers maintain TCPA compliance:
In this digital age with social media and Internet at our fingertips, are we closer to our customers than ever, or further apart? It can be very easy for companies to disconnect from their customers and distance themselves when many interactions are going to digital platforms over traditional in-person interactions. However, a recent article by Luc Burgelman points out that customers expect personal, humanized engagement from companies no matter what channel they contact them. Burgelman argues that companies need to look beyond making sales and strive towards making a real connection with customers with the goal of earning a long-term relationship with them. His article offers the following five keys to help humanize the customer experience: (more…)
In a recent article, Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time they reach a call center agent, which means the agents should be upbeat with a fresh mind to engage the customer and make them happy. The issue with this scenario is that agents get burned out from the grind of a stressful call center environment, which means that some calls are going to go badly. (more…)
In a recent article, Nancy Selby informs us that customer experience is so important for companies that it will become the number one differentiator for customers within the next five years. People want a great experience, and a major part of that experience is based on contact center performance. Selby provides sixteen tips for how contact centers can improve their customer experience:
In a recent article, Murph Krajewski points out that omni-channel customer service can greatly improve the customer experience/journey. However, there are some contact centers that don’t provide omni-channel services to a high-quality level and may actually be hurting the customer experience. He goes on to discuss the following four mistakes contact centers make when providing an omni-channel experience: (more…)
In a recent article, Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. IVR makes call routing to appropriate departments easier, but this can be at the detriment to the customer experience if the IVR is poor quality or not set up properly. Some examples Faris gives include:
In a recent article, David Greenberg discusses how call centers are constantly trying to stay up-to-date with their technology and their service in order to satisfy modern customers. He goes into detail on the following five trends that will help call centers evolve and provide service that customers are looking for:
1) Build meaningful collaboration into the way agents work and solve problems.
2) Mine a workforce with a propensity for high job satisfaction.
3) Get the advantages of highly skilled workers who also understand the culture of their audience.
4) Embrace a customer centric-culture.
5) Prepare to manage cost in context with call flow and flexibility.
To read the explanations behind these five trends, please click here.