When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Or is the opposite true? With the American Customer Satisfaction Index making its largest decline in 28 years in 2022 — falling from 77 in 2018 to 73.1 in 2022 — dissatisfaction and frequent complaints from customers are rising. As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space.
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Topics:
customer experience,
cx,
AI,
digital transformation
The stock market has been uncertain at best, interest rates are rising, and the Consumer Price Index — a measure of inflation — is the highest it’s been in 40 years. These signs suggest that a tighter economy might be around the corner.
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Topics:
redundant systems,
employee retention,
voice,
customer experience,
contact center technology
Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.
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Topics:
customer experience,
reporting and analytics,
contact center integrations,
ServiceNow
If it feels like today’s customers have higher expectations than ever before, it’s not just your imagination. With so many options to choose from, customers can easily take their business elsewhere if a particular organization doesn’t provide an exceptional level of service.
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Topics:
CRM,
customer experience,
contact center integrations,
agent coaching,
contact center solutions
Today’s customers have a bevy of choices for nearly every type of product or service. Whether it’s a car, pair of shoes, restaurant meal, or subscription-based software they’re in need of, customers can be quite discerning in deciding which company will ultimately win their business.
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Topics:
customer experience,
agent coaching,
omnichannel
For business leaders and IT professionals looking to drive forward their organization’s digital transformation, ServiceNow’s annual Now at Work conference is a must-attend event. Whether in-person or digital, Now At Work is a great way to connect with others in the ServiceNow industry and is a prime opportunity to learn how to improve your processes and drive results.
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Topics:
customer experience,
ServiceNow,
helpdesk,
ITSM
Today’s customers don’t just want tailored experiences, they expect them. This is even truer when they reach out to contact centers to receive support for an issue. Customers crave one-on-one interactions with agents who are empathetic to their frustrations and able to provide useful solutions.
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Topics:
customer experience,
omnichannel,
contact center technology,
ServiceNow
When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences.
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Topics:
customer experience,
contact center integrations,
improve customer service,
artificial intelligence