There’s a lot going on in the post-pandemic workplace, and the contact center is no exception. While customer happiness remains a top priority for contact center leaders, it is undeniable that customer expectations of speed and service continue to evolve.
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Transforming customer experiences
Today’s customers are extremely informed and savvy because they are constantly self-educating through online content. They expect all necessary information to be readily accessible and easy to find.
When deciding to move from a premises contact center system to cloud contact center software, should a company put more emphasis on the features and reputation of the CCaaS vendor or the characteristics of the workforce engagement management (WEM)?
The DMV customer experience is a trope that’s been parodied in movies and TV shows, such as “The Simpsons.”
I recently participated as a panelist in a webinar hosted by ICMI and HDI where we discussed the rapid expansion of digital omnichannel service options and the steps that organizations should take to set themselves up for success as they launch self-service initiatives.
For decades, contact center workforce management largely focused on inbound calls, but we’ve recently witnessed a refreshing shift toward embracing all media types, from emails and chats to social channels and more, for forecasting and scheduling.
Chris Morrissey understands better than most that it’s about the journey – not the destination.