Latest Contact Center Best Practices

A record 20,000 attendees consisting of a vast array of enterprise IT professionals and leaders gathered at the Sands Expo Hall in Las Vegas last week to experience the future of work according to ServiceNow – and the company did not disappoint!

The massive 3-day event was packed with keynotes, analyst presentations, classroom sessions, developer labs and exhibits with over 100 ServiceNow partners, showcasing the latest technologies, trends and topics related to the future of ServiceNow, the ecosystem and how the company is empowering digital transformations and delivering great customer and employee experiences.

Read on to explore the top highlights from the show:

According to Dimension Data’s recent Contact Center benchmarking report, digital channels (email, web chat, social media, SMS text, video chat), which currently account for roughly 35% of contact centers’ total interactions, are expected to overtake voice within the next two years. The catalyst?—the widespread adoption of Internet-connected mobile devices. Consider the following: by 2018, Cisco predicts that the number of mobile devices used by consumers will grow close to 8 billion.

Praised for its superior scalability, reliability, and cost savings, cloud has quickly picked up speed in the contact center space, as it has eliminated the need for large up-front infrastructure investments and server maintenance. While the majority of the market continues to rely on on-premise solutions, an astounding 70% of businesses have stated a desire to transition to a cloud alternative. But while many cloud contact center solutions appear to offer similar features and functionality, there are a number of fundamental differences between them that every decision maker should be aware of before choosing a solution.

An astounding 82% of today’s consumers say speed of service is the number one factor to a great customer experience. And as businesses increasingly seek ways to improve their customer service, many have turned to virtualization and self-service. Airlines use self check-in, restaurants allow customers to make their own reservations, and grocery stores have self check-out lines—the list goes on.  In the case of contact centers specifically, 62% of best-in-class companies use interactive voice response platforms in some capacity to facilitate the delivery of fast but relevant customer service.