User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the agent they need to talk to even faster. An effective interaction interface is intuitive. It is efficient, saving customers time and frustration. And it communicates clearly and is easy to use, making the experience a customer has a positive one.
When it comes to a cloud migration, it’s important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization’s bottom line must be quantified for the benefits to the company to be obvious.
Recent experience has taught me that perceptions of applied AI in the contact center generally fall into two categories. There is the “magic bullet” camp that perceives AI as the glorious solution to all problems that have ever existed, and there are the “healthy skeptics” that believe that AI is too expensive, out of reach, and overly complicated for their environment. Unsurprisingly, there is a bit of truth in each perspective, with reality living somewhere in that grayish middle ground. You may be asking “how do I know if it makes sense for me and my environment?” The good news is that there is a repeatable pattern to help you answer that very question.
Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving pain points experienced by both groups.
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.
Imagine discussing an issue with a Contact Center agent and instead of trying to verbally describe what’s happening in excruciating detail, you are able to share screens and easily see the solution together. Real-time collaboration and content sharing application tools are now available so that agents can work collaboratively with customers over multiple devices to ensure quick resolution of issues. An added bonus is that more efficient conversions for both inbound and outbound sales calls are also possible.
Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the proliferation of software tools today, it’s no surprise that we tend to look for the “easy” solution to the tough problems. Increasingly, I’ve seen organization after organization chase the next “magic bullet” solution – only to end up with a collection of disjointed tools that almost work together, but not quite as advertised. Sound familiar?Read More
When people hear the term “consultant” in a meeting, some laugh. Some cringe. Some might even roll their eyes. I freely admit I used to be one of those people. Maybe it’s the classic problem: “My boss doesn’t want to hear it from me, but when a consultant says the exact same thing, it’s suddenly a brilliant revelation!” Have you ever had that experience? Funny, me too. I guess that makes it all the more ironic that I find myself leading… a consulting practice. So, you might ask aloud, “Why? I thought you said consulting was dead!” The short answer is: it’s all about perspective.
Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers.Read More