A colleague and I were recently discussing automated communications at scale and the conversation shifted into the difference between communication platform as a service (CPaaS), robotic process automation (RPA) and Workflow Automation. On the top level these terms felt very similar but once we drove into the definitions and their use cases it was eye opening in how these systems work together within a modern communication technology framework.
“Organizations are spending $275B a year as an industry to deliver an experience that a lot of times, most people don’t like. That feels like an opportunity to me.” These are words that you want to hear from your CEO.
In today’s hyper-competitive environment, the cost of acquiring new customers and creating long standing B2B or B2C relationships is even more critical to brand survival. Human experience engagement (now mostly from our homes/home offices) is the key differentiator for success.
For contact centers wanting to expand across EMEA, figuring out how to deliver a seamless customer experience no matter where they are located can be a challenge. Today’s customers expect interactions with agents to be easy, smooth, and well-informed -- and for agents to have quick access to their past interactions to understand the context of their customer journey.
I know you’ve heard the phrase “get into your customer’s brain” way too many times. So many times, that it actually sounds to you more like a cliché than something you’d actually be able to do.
If the term or metric in and by itself isn’t a good enough reason to kick off the New Year with a blog on “First Contact Resolution,” check out a few core stats to see how important this metric is within the contact center.
During 2020 we will continue to explore the importance of the contact center in providing a more human experience and how technologies like AI will help empower this. This podcast series is dedicated to all practitioners that are committed to providing great customer service to their customers.
The contact center is the front door to every eCommerce business. And, you typically only get one chance to answer that door with a fantastic experience or risk losing that customer for good.
One bad experience. That’s all it takes to lose the loyalty of the modern buyer. And, unfortunately, most of those bad experiences can be directly linked to a lousy customer service encounter.
