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
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
As remote work becomes the new norm due to COVID-19, it has only served to exacerbate the inefficiency that comes with non-integrated systems and on-premise technologies. According to a recent survey, only 10% of employees are able to establish a complete view of the relationship between their company and customer without toggling between several different platforms. Not surprisingly, many CIOs are turning to a few key providers to streamline operations to improve employee productivity and the overall customer experience. Among those at the top of the list? Microsoft.
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Topics:
customer service,
call center,
cloud customer support,
remote agents,
cloud call center,
omnichannel,
customer service team,
cloud call center solution,
telephony CRM integration,
voice platform,
Microsoft Dynamics,
COVID19,
Microsoft Teams
Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources. But there is value in this “dark data”.
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Topics:
customer service,
call center,
omnichannel,
customer service team,
cloud call center solution,
sentiment analysis,
speech analytics,
voice platform
Voice Remains a Key Part of the Customer Service Value Chain
For decades companies have been experimenting with new technologies (chat bots, emails, artificial intelligence) to respond more effectively to customer inquiries. However, if the recent COVID-19 events have revealed anything, it is that sometimes people simply need to talk to a real-life person. This is not only true for the current crisis but extends to any complex, time-sensitive, or personal crisis at any point in time.
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Topics:
customer service,
call center,
work from home,
omnichannel,
customer service team,
cloud call center solution,
telephony CRM integration,
voice platform,
digital workflows,
digitaltransformation,
COVID19
For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work.
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Topics:
work from home,
omnichannel,
customer service team,
cloud call center solution,
ServiceNow,
speech analytics,
voice platform,
digital workflows,
digitaltransformation,
COVID19,
intelligent routing
Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete.
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Topics:
interactive voice response,
omnichannel,
voice platform,
digital workflows
In today’s screen-centric society, where devices are becoming increasingly complex, having all of the tools to connect with your customers is key. According to Gartner, “by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” Your customers need to be able to reach you, regardless of whether they are on the go, sitting at their laptop, or sitting in an airport. The more conversations you can have with your customer, the better the relationship you can build, but you need to be able to cater to their lifestyle, and put a personality to a name and number. And it all starts by syncing your database management solution or CRM, which house limitless amounts of customer information, with your communication channels. Check-out the following benefits:
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Topics:
customer service,
multichannel contact center,
CRM,
multichannel communications,
omnichannel