Self-Service and Automation Customer Care Best Practices
Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.
Why Mobile? 90% of Text Messages are Read Within 90 Seconds
Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer expectations.
Think Email Customer Service is Dead? Think Again
Channels like messenger apps, social media, SMS texting, and advanced self-service are creating quite a buzz in the contact center industry these days, but now’s not the time to forget email. It’s time to make it better.
Grow Your BPO With Cloud-based Omnichannel Part 2
I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications and adapting to mobile channels. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four. The blog made it clear that there’s a high demand for the omnichannel experience from both your clients and their customers.
Grow Your BPO With Cloud-based Omnichannel
Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice.
How Long Should It Take to Set Up an Omnichannel Cloud Contact Center?
If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center, there would be a very mixed response.
Bots in Action: Tips from the Pros
Spending on AI has increased significantly in the last few years. In fact, most C-level executives say that they have plans to increase AI spending in the future and deploy AI within their contact centers.
Hungry for Pizza? Deploy the Bots!
Whether it’s a slice of cheese, pepperoni, veggie…thin crust or thick, takeout or delivery, it’s hard to say no to pizza. No matter how you slice it, with approximately $2,222 spent per person on pizza annually, it easily holds the crown of the top food for American consumers.
Keys to Create and Measure Omnichannel Customer Journeys
Digital disruption is happening at a rapid pace, especially with the adoption of new, mobile digital channels. Innovative companies in all industries are leading the way by providing innovative and effortless omnichannel customer journeys.
What State and Local Governments Need in Their Contact Center
Governments and government agencies provide crucial services to their constituents, ensuring that day-to-day life in their jurisdiction carries on as smoothly as possible.