Our experience as a vendor in the customer experience journey global market in the last 25 years is a source of insights and lessons on how organizations can excel in managing the entire customer experience and reap enormous rewards.
Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.
Interactions in the contact center are just like interactions in any other setting, on any other occasion, with any other people. They are better when those involved have a good connection. But “good” means different things for different people. Each person has its own circumstance, its personality, its own way of expressing itself and of wanting to be treated.
The European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data.
According to Gartner, the growing acceleration of digital, automation and analytics services is rapidly changing the fabric of business process services and outsourcing. By 2020, these realities will account for 45% of customer management outsourcers revenues.
Altitude, together with industry associations, is sponsoring and organizing annually the Fortius Awards, aiming to reward and celebrate the best professionals in contact centers. The Fortius Annual Awards are now organized in Portugal (1st edition) and Spain (9th edition) in a partnership with local industry associations, to find the best contact center manager, supervisor and agent in these countries. Hundreds of applications are received each year to be analyzed by an industry jury.
We live in a world of interconnectivity. We interact with our friends and family over several channels and devices and we expect to be able to the same when communicating with businesses.
Calls over Skype and Whatsapp. Messages over Google Hangouts and Facebook. Posts and Tweets.
It really can get confusing sometimes, can´t it?
I know from my own experience that sometimes when I haven’t had time to reply to a message right away, I´m having a hard time finding on which platform I had received it. Was it a normal sms? A Facebook chat message? Something on Whatsapp? Or maybe it was Snapchat?
Customers today are multi-skilled, multi-tooled and very well connected mouthpieces for brands. Getting their customer experience right is far more complex today with the explosive use of mobile and social media in all parts of the world.