The last time we had Anand Chandrasekaran on the That’s Genius! Podcast, he had been with Five9 for just over 100 days. Now, he’s closing in on his first year.
One of the most important measurements in the contact center that impacts customer experience is first call resolution (FCR). This is the ability to answer a customer’s question about your product or service the first time they contact your business.
Over the last two months, we have all experienced a sea change in the way we work and how we communicate with those around us. We are living in a world where we feel comfortable standing six feet apart and where Zoom is no longer a board room brand but is now a generic household name that our parents and kids are using.
As businesses face increasing product commoditization, the only way for them to generate customer loyalty and differentiate in a crowded market is through customer service.
Back in December, Zoom had 10 million active users. In March, when they launched their Master Agent program? They had 300 million. In 3 months, they ended up with 30 times as many users as they had before Christmas.
Prior to the global pandemic, working from home was often viewed as a luxury or a work perk. It has allowed employees to avoid sitting for hours in traffic and has enhanced work-life-flexibility. From the business perspective, companies also benefited from this “work perk” by having access to a larger talent pool and reducing real-estate costs. Thanks to cloud technology, the work environment is no longer confined to a single location.
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.
Helping your customers during this time of disruption presents many challenges as well as opportunities. Whether your organization has been severely or mildly impacted by the changes brought on by the COVID-19 pandemic, you have likely found that it is more important than ever to keep your customers updated on changes to your business as your organization works to adapt to the new environment in which we are all now living.
