We have seen a lot of changes to the call center and
customer experience landscape in 2019. Better analytics, more intentional
social media conversations and innovative ways to involve artificial
intelligence. Let’s look and see how far your business has come in building
customer relationships that last or which trends you may need on your 2020
to-do list.
Artificial intelligence integrated into customer
interactions: Businesses are getting deeper into predictive analytics, using
artificial intelligence applications to help streamline call center experiences
for customers and agents.
Digital transformation: Businesses have always tried to
differentiate themselves on price or product quality. Today, however, we’re seeing that customers are more
frequently looking for something more: a rewarding experience that leads to a
long-lasting relationship with a business. Customer interactions are no longer
stand-alone activities, and customers are demanding a more comprehensive and
consistent experience.
Better
contact center analytics: Gone are the days of relying on supervisor skill and
know-how to get the most out of a contact center agent. Now, even smaller
businesses are taking advantage of sophisticated analytics to turn data – like
call and screen recordings, chats, SMS messages and more – into truly useful
feedback for their agents.
These three trends
have already made an impact on the contact center landscape in 2019. Did your
contact center implement any of these? Better yet, are they working for you? If
you need more help figuring out how to apply them to your business, get on a
more strategic footing by giving us a call at 610-783-7005 or sales@tdsnetworks.com
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