Digital Transformation in Customer Service

Digital Transformation in Customer Service

23 . September . 2021

Customer experience & digital transformation are now going hand-in-hand and companies need to provide exceptional customer experiences if they need to succeed in today's crowded marketplaces. Customers also use many more digital channels than before and expect seamless journeys throughout their transactions and even while switching between channels. So how one stay ahead of the competition in does today's competitive environment and what are the new expectations of customers? What should be the customer experience strategy? Here is our take on how an organization can enhance its customer experience and satisfaction.

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Why Customer Experience Metrics Matter

Why Customer Experience Metrics Matter

24 . March . 2021

“What gets measured, gets managed.”

Executives in best-in-class organizations are 50% more likely than peers to access their service performance metrics and data.

Properly tracking and keenly focusing on metrics provides many benefits, including:

• Offering executives measurable business data and insight into the impact of daily activities
• Helping to influence business decisions based on real-time data
• Being able to assess and adjust operations based on the metrics
• Influencing CX positively in real time

The metrics that service organizations should focus on fall into two distinct and separate buckets – process-based and results-based metrics. Process metrics focus on specific areas that individuals in the service organization can directly influence. Results metrics are the outcomes of the processes, and they are typically customer satisfaction-based or financial in nature. A balance of process and result metrics provides the most insight into the overall performance of the service organization.

The rank and file of the service organization often has little ability to directly influence revenue and profit, so their focus should be on process metrics. Taking care of this is likely to lead to the improved financial results-driven metrics.

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How Communications Service Providers Can Invest in Customer Experience

How Communications Service Providers Can Invest in Customer Experience

15 . March . 2021

Before digging in detail lets us see what is communication service provider:

A communications service providers (CSP) offers telecommunications services over networks. CSPs include the following categories: telecommunications carrier, content and application service provider (CASP), cable service provider, satellite broadcasting operator, and cloud communications service provider.

Communications service providers (CSPs), are at the forefront of the telecommunications industry, despite that they have been slow to invest in customer experience because CSPs have primarily focused on the growth and evolution of their network infrastructure for coverage, capacity, and resilience.

Here are key areas that CSPs should consider for investment in improved customer experience:

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How AI May Help With Contact Center Staffing Issues During Unexpected Times

How AI May Help With Contact Center Staffing Issues During Unexpected Times

24 . February . 2021

Call center are the busiest department of any organization dealing with unexpected scenarios but 2020 has taken this to entirely new level. Remote work has emerged a new trend in 2020. Almost all the organizations are forced to shift to remote working.

Pandemic has impacted contact centers in many ways including remote work shifts and requisite operational changes, all while managing changing agent and consumer behaviors.

As we transition into 2021, call centers would be wise to leverage artificial intelligence, which takes control of real-time data to get ahead of unpredictable scenarios and ensure seamless customer experiences. With call center conditions constantly changing, companies must turn to AI-powered technology to optimize their operations.

Workforce planning is both an art and a science. Workforce managers leverage the science of historical call center data to generate forecasts and create schedules, then layer on the art of experience to refine and optimize plans. Still, a variety of circumstances can yield negative impacts for call centers that are difficult to foresee.

A wildly successful marketing campaign launched without communicating with the contact center can create a situation where agents learn about promotions from customers, leaving them unprepared and unable to assist effectively.

Humans often make decisions based on their emotions or previous experiences, rather than on logic. Both agent and customer’s behavior factor into the unpredictable nature of a call center. Managers cannot predict when agents will be late or absent, and consumer behavior has always been a variable in the staffing equation.
Gone are the days where managers are sitting in bays with agents, and a simple hand raise or frustrated face from an agent could be acted upon. With remote working managers have less visibility and cannot rely on physical cues to determine whether agents are struggling.

Consumer behavior is impossible to forecast with one hundred percent accuracy. Consumers choose when to call – often while trying to find the fastest path to resolution. They may reach out via chat while waiting to speak to a live agent, and post to social media when placed on hold. Often, their outreach is triggered by external events, but behaviors are unique to individual consumers and what kind of day they’re having, mood, or level of frustration.

The only way to ensure success in the face of unexpected scenarios is to act in the moment. Sometimes even the best plan isn’t enough and other times, a situation arises entirely out of the blue. Regardless, call centers must rely on data and technology to adapt operations appropriately.

An intelligent assistant may be one tool that can help. It can automate actions based on real-time data flowing through the call center. This includes making staffing changes depending on call volume, offering struggling agents assistance or wellness breaks and scheduling training and coaching sessions to ensure agents are engaged and prepared for any scenarios thrown their way—all without sacrificing service levels.

An intelligent assistant, powered by AI, that leverages the power of real-time data can help call centers avoid being ill-prepared in unexpected situations. It can serve as a safety net when the plan isn’t enough. This leads to smarter staffing decisions, higher agent engagement, lower attrition and better customer experiences - all factors driving value to the bottom line.

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Don’t Overlook CRM As You Adapt To Pandemic Customer Care

Don’t Overlook CRM As You Adapt To Pandemic Customer Care

1 . February . 2021

As a consultant, I have the opportunity to work alongside some of the top brands in the world. Over time, it becomes easy to spot trends based on market changes and conversations with clients. I believe we have entered into a significant opportunity for investment within our contact center industry. The goal should be to make sure that investment actually improves the customer experience in a sustainable way.

As companies deal with COVID-19, there is a renewed interest in improving the support and service provided by their contact centers. This has been brought on by the real crisis in customer care we all have witnessed. By now, we have all called a company where the wait time can be an hour or more. An hour-long wait time means stressed-out agents and stressed-out leaders, which might make the C-suite more receptive to investment to bring about improvements in customer care.

With this situation comes a need to “fix it fast” – and that typically means spending money on technology. While this is an opportunity to finally get that new technology you have been eyeing for years, it may also be a good time to upgrade where you have already invested – in your Customer Relationship Management (CRM).

Here are several suggestions for investment to upgrade your CRM:

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