You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.

You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR that goes something like: “Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2….”.

So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition from industry leaders and analysts.

Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.

Due to their instant access to information, the mobile customer is considered to be incredibly informed. They are also thought of as less accepting of impersonal service than the traditional channel customer. This can lead to higher customer expectations.

Channels like messenger apps, social media, SMS texting, and advanced self-service are creating quite a buzz in the contact center industry these days, but now’s not the time to forget email. It’s time to make it better.

I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications and adapting to mobile channels. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four. The blog made it clear that there’s a high demand for the omnichannel experience from both your clients and their customers.

Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice.

If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center, there would be a very mixed response.

Spending on AI has increased significantly in the last few years. In fact, most C-level executives say that they have plans to increase AI spending in the future and deploy AI within their contact centers.