The question is: how can you deliver the digital customer experience your customers (and board) are demanding by using what you already have?
What would you do to avoid losing £5.11 billion a year? According to Contact Babel that’s the cost to UK contact centre operators of the time agents spend navigating between applications during calls.
In terms of managing contact centre operations, if you want to be able to do things like seamlessly manage interactions across multiple channels, route customers to exactly the right team or person, proactively engage customers to head off potential issues, personalise offers, and predict call volume patterns, then you’re going to need a modern self-service analytics suite.
Many of the greatest customer experience and marketing challenges faced today are all to do with the inability to gain a Single Customer View: you can’t personalise products and offers without a full understanding of the customers wants, needs and behaviour. Adopting a Single Customer View enables you to see the complete trail of phone interactions, website visits, emails, purchases, etc. left by every customer and prospect.
While consumers have taken to social media, facetime and other new communication technologies in their personal lives, they are currently not able to interact with most companies using these tools. This creates an opportunity for any company looking to go beyond the basics to gain a leap on its competition in 2019.
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 isn’t everyone doing it?
Understand what you need to invest in to deliver your sales, customer service, and customer experience goals, and secondly, minimise those investment costs and stretch the ROI as far as possible. So how do you do this?