Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks and complexity associated with turning innovation from concept to reality.
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Topics:
customer service,
call center,
crm integration,
cloud call center,
self-service,
cloud,
customer service team,
cloud call center solution,
artificial intelligence,
telephony CRM integration,
voice platform,
digitaltransformation,
intelligent routing
After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider:
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Topics:
customer service,
cloud security,
call center,
cloud based solution,
cloud customer support,
remote agents,
cloud call center,
cloud,
customer service team,
cloud call center solution,
telephony CRM integration,
voice platform
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
Technology has come a long way to enhance sales and marketing initiatives. From marketing automation tools, to customer relationship management (CRM) platforms, to predictive dialing solutions – the list goes on. And the results speak for themselves when you consider some agents have seen a 400% improvement in productivity and overall efficiency.
But what do those on the receiving end think of these enhanced outreach efforts?
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Topics:
call center,
contact center,
outbound campaign,
outbound call center,
sales campaign,
outbound sales
When a customer ends a call before it is answered by a live agent, the call is considered to be “abandoned”. Typically the result of long hold times, call abandonment can be a serious problem within contact centers, as it is often correlated with low CSAT scores, decreased revenue, and lost business. Consider this- more than sixty percent of consumers will hang up if their call is not answered in under five minutes, and more than eighty percent if their call is now answered in under ten. And while every industry and business is different, abandonment rates above 5% are considered to be problematic. How can contact centers decrease their call abandon rate?
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Topics:
customer service,
call center,
contact center,
IVR,
call abandonment
After call work (ACW), often referred to as “wrap-up” or “post call processing”, is a component of call handle time that consists of the tasks performed by agents after disconnecting a call, including taking call notes, selecting a disposition code, updating information in the CRM/helpdesk, scheduling follow-ups, and updating colleagues. While a completely necessary step to any customer engagement, time spent on after call work (ACWT) is something most call center supervisors look to shorten, as it reduces the number of resources available to take a call. Said to take as much as one-third to one-half as long as the duration of the call (subject to change depending on industry, agent expertise, and role), ACWT that is consistently outside of an organization’s projections can begin to significantly impact agent productivity, customer satisfaction, and revenue. So how can an organization reduce after call work time without impacting quality?
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Topics:
call center,
contact center,
call center management,
after call work