As organizations around the globe accelerate their digital transformation, customer experience (CX) is a critical focus for today’s enterprises. Every interaction a customer has with an organization shapes their brand perception and loyalty, ultimately impacting whether they will come back for repeat purchases or turn to a competitor. Serving as the frontline for every customer interaction is the contact center, actively shaping the customer journey and affecting everything from customer satisfaction scores to retention rates. By examining how the contact center influences the customer journey, we can gather valuable insights into the customer experience, helping to implement best practices to drive better service. In this blog, we’ll cover why the customer experience is so important and how to leverage the four pillars of CX success in your favor.
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Topics:
customer service,
customer experience,
cx
When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare.
A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up. What’s more, over 13% of respondents said that hold time, no matter how long, is unacceptable altogether.
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Topics:
customer service,
contact center software,
CRM,
contact center solution,
call center software,
customer support,
high call volume,
contact center solutions,
time in queue,
customer service team,
wait on hold,
on hold,
waiting on hold,
customer service rep
The COVID-19 pandemic challenged enterprise organizations to reimagine how they manage operations and deliver customer service. As companies shifted from an on-site operation to a distributed work model, organizations that had not already migrated to the cloud were forced to accelerate their transition. This proved especially true for customer support departments and call center teams that were still tethered to legacy and on-premise technologies.
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Topics:
customer service,
cloud customer support,
cloud call center,
customer service team,
hybrid cloud,
voice platform
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