Successful Digital Transformation Requires Balancing CX and ROI Objectives

Posted by 3CLogic on Oct 7, 2020 10:29:37 AM

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

4 Benefits of Using an Interactive Voice Response (IVR) System

Posted by Rachel Brink on Dec 5, 2016 9:46:40 AM

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.

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Topics: customer service, self-service, interactive voice response, IVR

Artificial Intelligence and Customer Service- Oil and Water?

Posted by Rachel Brink on Aug 12, 2016 9:27:09 AM

The customer service space has undoubtedly evolved over the past several years, and the momentum is not expected to slow down as artificial intelligence (AI) continues to advance. AI-powered voice recognition software—known to the customer service space as the “virtual agent”—has already made its way into many of today’s contact centers, replacing live agents to assist clients with a variety of tasks and inquiries. Coupled with the proliferation of messaging apps, many are also beginning to see the development of chatbots—software programs that use messaging as the interface through which to carry out any number of tasks, from checking an account balance, to making a reservation, to helping users buy a pair of shoes. Virtual assistant startup, Interactions, recently secured an additional $56 million in funding, indicating that the trend is certainly picking up speed.

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Topics: customer service, contact center, self-service, virtual agents, artificial intelligence

Is the call center agent doomed for extinction?

Posted by Rachel Brink on Apr 8, 2016 9:10:25 AM

By 2020, the customer is expected to manage 85% of their relationships with a business without interacting with a human—something that should come as no surprise when considering the rising popularity of self-service channels across the web, mobile apps, and voice (IVR). As a matter of fact, Forrester recently conducted a survey, which revealed that web self-service (through online knowledge bases) is now the most commonly used communication channel for customer service, the first and only channel to exceed voice in history. And as mobile device adoption continues to expand and consumers increasingly demand fast and effortless engagement with the businesses serving them, many have been left wondering—will alternative touch points soon cause the call center agent to become non-existent?

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Topics: call center, self-service, call center agent, multichannel

The Top 4 Biggest Challenges For Contact Centers in 2016

Posted by Rachel Brink on Jan 29, 2016 8:59:21 AM

Each New Year brings its own set of unique opportunities to the contact center space, both from a technological standpoint as well as an operational one. And as businesses continue to adopt the latest solutions and best practices to support their employees, customers, and organizations as a whole, many continue to run into challenges piecing everything together and making good use of it all. But what are some of the challenges contact centers are anticipating in the coming months? And how can businesses more effectively manage what they have and mitigate the risk of a potential issue? Let's check out the findings of Contact Center Pipeline’s recent survey, “Contact Center Challenges & Priorities”, revealing some of the biggest challenges for organizations today—and how to alleviate them in 2016.

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Topics: customer service, call center, CRM, contact center, contact center solution, call center software, self-service, agent retention, knowledge management, knowledge base, contact center attrition, SLA, ASA, service level, high attrition, attriction rate

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