Our benchmark research into next-generation customer engagement shows the telephone is far from dead as a channel of customer engagement. Although the research shows other channels are likely to grow more quickly over the next two years, nearly half (46%) of organizations said they expect to see significant or some growth in the volume of calls they need to handle. So, as well as supporting additional digital channels of engagement, organizations must ensure the way they handle calls meets customer expectations. Primarily this means that there are no delays, voice quality is good and customers get consistent responses no matter who they engage with.
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Service,
Contact Center,
Omnichannel,
Workforce Optimization,
Revenue
Our benchmark research over the last couple of years confirms what we all instinctively know: Consumers engage with each other and organizations using an increasing number of engagement channels. Indeed, our latest research into the next-generation contact center in the cloud shows the average number of channels organizations now support has grown to almost eight. The same research confirms that organizations now realize the way to compete is to match or exceed customer expectations regarding how these interactions are handled. Summing these expectations up, customer engagement must be easy, personalized, in-context and above all consistent across all channels.
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Feedback Management,
Customer Service,
Contact Center,
Omnichannel,
Robotic Process Automation,
Customer Journey Maps,
Workforce Optimization
Not many years ago, building and running a contact center was a complex task. Organizations typically had to license all the systems they required (most of them proprietary and on-premises), customize them to meet their requirements and integrate them into a workable architecture. But beyond all the systems issues, the key to running the center was forecasting the right number of skilled agents that would be needed to handle expected interaction patterns and then routing calls to the most skilled agent for that specific interaction.
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Feedback Management,
Customer Service,
Contact Center,
Omnichannel,
Robotic Process Automation,
Customer Journey Maps,
Billing and Recurring Revenue,
Workforce Optimization,
Digital transformation
Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities.
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Topics:
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Feedback Management,
Customer Service,
Contact Center,
Omnichannel,
Robotic Process Automation,
Customer Journey Maps,
Billing and Recurring Revenue,
Workforce Optimization
Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and improving performance of the customer service organization (70%). This is important because most companies said their customers have good experiences, but only one-third said that experience is excellent.
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Topics:
Mobile,
Customer Analytics,
Customer Engagement,
Customer Experience,
Customer Feedback Management,
Cloud Computing,
Collaboration,
Customer Service,
Internet of Things,
Contact Center,
digital technology,
Omnichannel,
Customer Journey Maps,
Billing and Recurring Revenue
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