Many companies aren’t really dealing with individual customers at all; they are managing a series of unrelated interactions and transactions that take place over different channels. Discover how to see the complete trail – of phone interactions, website visits, emails, purchases, social media comments, etc. – left by every customer and prospect, to enhance the customer experience.
A main roadblock to delivering the best digital customer experiences is inappropriate, outdated or complex technology. The technology needed to do this doesn’t have to be be complex or expensive. In fact, you don’t even need to replace your existing technology investments!
What would you do to avoid losing £5.11 billion a year? According to recent study, that’s the cost to UK contact centres of the time agents spend navigating between applications during calls…
Analytics turns data into valuable insights. Easily identify trends and inefficiencies, so that you can make informed business decisions. Spend your time learning from the data, not producing the reports…
When it comes to reaching customers, meeting their needs, and solving their problems, technology today can do almost anything. In reality, there are many restraints, including budget. So, how do you make your business stand out from the crowd?
As technology continues to disrupt the way normal companies do business, we look at what contact centre and customer experience professionals will be focusing on in 2019.
To protect market share and profitability from the growing threats of disintermediation, new competitors, increased regulations, evolving customer expectations, and digital disruption, insurance brokers need to own more of the customer relationship and compete on service rather than price.
Like flying cars and hoverboards, we were told chatbots would be everywhere by now. As voice still accounts for the majority of customer interactions Nick Ray, VP Products at Infinity CCS, separates the reality from the hype.
Customers want all companies to deliver the kind of seamless digital experiences they get from superstar global leaders like Uber and Netflix – so why are they not delivering?
Understand what technology investment you need to make in order to deliver your sales, customer service, and customer experience goals, and minimise those investment costs.