The telecommunications industry suffers from lower CSAT and customer engagement scores than nearly every other industry. These lower metrics lead to customers switching to competing brands and reduced revenue. In turn, metrics like ARPU drop while churn rates increase.
In the contact center industry, delivering the best possible customer experience is key. Providing a great customer experience, especially in the digital age, provides a competitive advantage for your business.
Customer service is more important now than ever, especially in the contact center space. Customer service is a representation of your brand image, mission, and values. In fact, many customers stay loyal to certain brands due to the quality of the brand’s customer service, and customer retention is oftentimes more important than customer acquisition.
There have been so many buzzwords that describe the economy during the pandemic. Words like uncertain, uncharted, chaotic, and “the new normal,” are floating around, but what does the post-pandemic “normal” look like and how will that affect CX? Let’s start by taking a look at some of the data before COVID-19 landed in the US.
Let’s be honest, no one was prepared for a global shut down due to the pandemic. Contact centers that relied on outsourcing calls and other channels overseas—instead of relying on work from home agents—were blindsided when the virus spread like wildfire to other countries.
The most primitive contact center solutions originated in the 1960s, when the UK-based tabloid The Birmingham Press implemented a system that used a simple algorithm to filter calls and assign them to the best agents available at any given moment.
2020. What else can we say that hasn’t been said already? The year 2020 should be entered into the dictionary as a noun, a verb and an adjective to mark an era, the action of utter uncertainty and describe something that is unfathomable.
In the finale of our IT service management blog series, we discuss the kinds of technology that can complement your service management and boost ITSM performance.
IT service management is a constantly evolving field. Technology is innovating, and service management must adapt to new technologies. The needs and expectations of end users have grown creating a new era of digital transformation.
An extension to the challenge of adapting existing hardware to support emerging digital channels is the need to implement some form of quality assurance on all new digital channels. While adding digital channels will expand the horizon for interacting with end users, it can create a new pain of needing to ensure that interactions on new digital channels are simultaneously seamless and high in user satisfaction.