As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications can be added to improve the customer experience. Evaluating other applications and services that can enhance value to the consumer’s positive interaction will ultimately impact the perception of the company to their customer – and to the company’s bottom line. Most likely, your contact center will benefit from a digital transformation.
There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that artificial intelligence can be used in the modern contact center.
What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?Read More
Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. A great Customer Experience is at the top of the list when looking at ways to develop loyalty and shine above competitors. However, all that effort goes to waste when customers feel upset and frustrated when they call into your contact center to resolve an issue – and have to wait and wait to talk to a representative.
One bad customer experience can lead to consumers dropping a business’s services and switching to a rival. Companies can make headway in reducing hangups by employing a callback option in their contact center.
As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person! Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest of tasks.
This seems to hit the banking industry especially hard. A live person telling a person their bank balance is somehow more reassuring than hearing it from an automated voice. But is answering this simple inquiry in this manner an efficient way to conduct your business?
Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the topic. According to a report published by Forbes last month, when consumers were given a list of popular AI services, 41.5% could not give an example of AI that they could trust. Significantly, in verticals that traditionally have the human touch such as financial planning or healthcare, over half of customers say that they do not trust AI to help them out.
We have all experienced that frustration. We’re running out the door and just need to make that quick call to get a simple answer. Only we find that instead, we have entered the never-ending tangle of a Contact Center that wants us to press 1 if this or press 2 if that etc. No, we don’t want to make a choice – we want our answer NOW!
Contact Centers are evolving, just as all businesses are in these days of rapid change. It is important to realize that Customer Experience can be the determining factor that sets one company above another. And figuring out which is the right experience to give can be hard to determine. One individual contacting you might want the situation dealt with instantly, another needs to be pampered so they can feel good about whatever they’re doing.
Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items – or just grumble. The personal agent-to-customer contact seemed important – until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the annoyance of having to re-tell your situation each time you were forwarded has driven customers to look towards self-service and digital channels for a better solution. Should businesses be directing their contact center dollars differently now?
Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, today announced Waterfield Technologies as the winner of the 2016 Channel Partner of the Year Award. Aspect partners were selected based on criteria including: commitment to customer satisfaction, generating sales growth, service excellence and capacities, new product adoption, solid financial payment performance and participation in beta testing and Aspect programs.
Tulsa, OK – February 1, 2016 – WTI Holdings announced today that it has completed its acquisition of the IBM® WebSphere® Voice Response and IBM® Unified Messaging for WebSphere® Voice Response products (collectively, “WVR”). A stand alone entity, Blueworx, has been created to focus on the continued advancement of the platform and ensure the success and total satisfaction of every current and future customer.