The Comprehensive Contact Center Guide for Deploying a Remote Workforce
Whether it’s called remote work, telecommuting, or working from home, the American workforce is craving more flexibility in how they get the job done. According to a recent report by FlexJobs, the amount of remote work has increased by 44% over the last five years. Factor in advances in technology, the rise of the “always on” generation, and the gig economy and it’s clear that remote work is the new “normal.”
Personalization Versus Privacy – Giving Away the Secret Sauce Recipe (Well, Part of It)
Ah yes, the dichotomy between offering a personalized experience all while respecting and protecting customer data. It’s a real Catch-22 considering 71% of consumers express some level of frustration when their experience is impersonal. However, 53% of online users are currently more concerned about their online privacy compared to a year ago. The future of [...] How to Immediately Supplement Your Call Center During a Pandemic
The COVID-19 pandemic has caused unprecedented disruption to industries around the world, and the call center industry is no exception. Call centers are seeing spikes in call volume and trying to understand how to keep staff safe and productive. Companies are looking for fast solutions that will support changing needs during the pandemic as well [...] Omnichannel CX Tip #6: Measure VoC with Low-effort Surveys
Key number 6 involves understanding a customer’s CSAT or NPS for key interactions. This could involve each and every interaction or just select interactions that are part of the larger journey.
CX Industry Experts Reveal Predictions of COVID-19’s Impact on the Contact Center Industry
How will COVID-19 change the call center space right now and long-term? Will it make a lasting impact as companies better prepare themselves for any potential crisis in the future?
2020 Trends: True Omnichannel
For 2020 and beyond, we foresee expanded omnichannel conversations that are more contextual in nature with lower effort. Similar to context marketing, which accounts for your location, device, or other criteria, contextual omnichannel CX can offer a more defined framework to strengthen customer relationships.
Omnichannel CX Tip #5: Communicate On Digital Channels of Today and Tomorrow, Including Mobile
There is a new emerging channel that industry analysts predict will quickly surpass web chat and eventually become the most used, and most effortless channel: asynchronous messaging.
Don’t Let Coronavirus Impact Call Center Agents and CSAT
A remote workforce has many benefits outside of being safer during a pandemic. Call center agents benefit from working from home by having more flexible work hours, no dress code, and no commute. Studies also show that at-home workers are not only happier and less likely to quit but also more productive. As long as work from home agents are provided with the technology and tools needed to perform their job seamlessly at home, CSAT and other call center KPIs will improve.
2020 Trends: Chatbots Get Smarter
As we turn the page to a new decade, a vision for the future of CX emerges. Looking back at the past year, CX scores have once again remained flat. Forrester sums it up best in its 2019 US Customer Experience Index, stating, “Not a single brand has managed to rise to the top of […]
Omnichannel CX Tip #4: Reduce Effort and Increase Personalization
Start with your customer and what they want using an outside-in approach to create great customer journeys, and then implement customer-centric business rules. Doing so will give you omnichannel that’s as seamless and effortless as it is personal and natural for customers.