While the holiday blues is still dominating our mood and we have just finished putting away the Xmas decorations, we are starting to be swamped with news of a flu outbreak, at least for those of us in the northern hemisphere, after all it is January! Oh, the joys of winter!
How to ace customer journey to – and from- Black Friday and Cyber Monday
When I think of Black Friday it comes to my mind the hordes waiting in lines for Macy´s doors to open, or people fighting over to see who gets the last coat on the rack; only to get home and realize that it doesn´t fit or that the color is not as nice as it seemed during the fight with the other 3 people that also wanted it. Anything wrong with this picture? This used to be true, yes, but back in the 90´s; that is, a last century memory! Nowadays the scenario is very different from this one because brick-and-mortar retail shopping is quickly giving way to the digital shopping. The pains that come with it, however have not changed much. Ok let me rephrase that. They have changed immensely in the sense that last century´s problems are still pretty much an issue and online shopping is just adding up to that.
The need for customer engagement transformation is the reasoning behind Altitude Xchange events, a unique opportunity for Altitude customers and partners to share experiences with peers, network with industry experts and Altitude Top Management Team, and discover how Altitude can be an added value partner in understanding companies’ needs and help improve Customer Experience. Designed for customer experience and contact center decision makers, the Altitude Xchange is the place to share best practices, evaluate real-world solutions, get insights and discuss new ideas.
From my earlier days in Altitude Implementation Services, I learned from experience that working at a contact center is no easy task.
If you’re an agent, you’re “stuck” with what you have to say, when to say it, and ensure that you give customers the best possible experience during the interaction. If you’re a team leader or a supervisor, you have to ensure that agents are complying with the contact center performance metrics, help agents with their requests, or even just assist them with the task of logging them in or out from the agent application. I also found that system administrators have a more technical view of the contact center and know how to automate boring and repetitive tasks, like loading contacts into a campaign, etc. “Tech stuff”.
Businesses can only be successful if they have happy customers. I dare say that you have thought a few times at least, about how your business would benefit from a customer engagement solution. However, you´re still questioning whether a contact center is really what you need to improve your relationship with your customers? Let me tell you that Altitude is celebrating its 25th anniversary this year and that we have, over the years, helped all types of business, regardless of size or industry, to give their customers the best experience!
See how Logic, a logistics company, uses the Altitude Xperience solution to engage with its customers.
Altitude is celebrating its 25th anniversary! For the past 25 years we´ve imagined, brought to life, installed and implemented solutions, first for call centers, then for contact centers, and now working on the new wave.
Together with our customers we´ve been able to accumulate knowledge and expertise that we use to keep improving and innovating. And how do I know this you wonder? I know it because I´ve been here for 19 of these 25 years! I do dare to say that the key to our success is due to the people who work here and the commitment they have with the other people: both the agents that use our software and the customers that interact with the contact center. It´s not rocket science, nor big news to anyone in the contact center business that there is an increasing focus on replacing human agents with “machines”. However, I strongly believe that machines won´t be able to feel something very human: empathy, at least not in the near future. Yes, I´m well aware of the technological advances, Big Data, AI, and an ever growing list of great technologies, but here at Altitude, we have people´s well being into account in everything we do.
The Outsourcing market is seeing major changes in service offerings and business models as technology is increasingly embedded into services. The growing acceleration of digital services, intelligent automation and analytics services, is rapidly changing the fabric of business process services and outsourcing.
Finally, it seems that summer arrived in Portugal!
And what is the best way to celebrate this summer´s late arrival? Well… It could be with free ice creams for everyone, free “bolas de Berlim” or even an outdoor party! But guess what? We already did all of this so, this year, we wanted to innovate! As such, we celebrated summer’s arrival by participating in one of the biggest technology events in Europe: the Landing Festival, which took place June 29 and 30 in Lisbon.
Customer engagement is all about the emotional and psychological attachment of customers to a brand, company, or product.
According to a study made by Gallup “Customers who are fully engaged represent an average 23% premium in term of share of wallet, profitability, revenue and relationship growth compared with the average customer.”
This is our final goodbye! Do not leave us, please ! Let´s communicate better! Stay with us, you won't regret it! Stay in my inbox! DELETION NOTICE!! Welcome to the amazing GDPR!
These are just a few examples of email subjects that clogged the inbox of every European citizen with an email address and a phone last week. I´m sure you were no exception as it was nearly impossible to stay away from all the references to GDPR.