The pandemic accelerated the adoption of digital channels for customer service, and the implications for contact centers extend far beyond capital expenditures and investments in technology to also include how they manage the contact center’s most valuable asset—its workforce.
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Transforming customer experiences
Chatbots and virtual agents provide a number of benefits, and as technology evolves, they will progressively play larger roles in how businesses provide customer service and deliver superior CX.
Holiday season sales are critical to retailers. In fact, November and December sales traditionally account for up to a quarter of the annual sales of department stores and specialty retailers.
Sometimes a situation can get so big that the essence of it is forgotten. Think a royal family scandal, or the latest, greatest TikTok trend.
As digital channels have multiplied, so too has the demand for multi-skilled contact center agents―those who can handle different tasks or have expertise in a product or service but who can also handle general customer inquiries.
Speech analytics may sound like a niche technological solution, especially with the rise of digital self-service today. In reality, though, smart speech analytics is imperative in today’s customer experience landscape.
There’s no doubt about it—we’re in the do-it-yourself era. Decades ago, businesses began reducing costs and adding convenience by enabling customers to serve themselves. It started at the gas pump, then banks introduced ATMs, and now we check out our own groceries and check ourselves into hotels.