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.
Are your contact center agents still greeting your customers with this line?
The arrival of bots in customer service creates real opportunities for brands, but you should know how to use them intelligently.
The only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey.
Are you undecided about the routing strategy that you should use to meet the current needs of your business?
According to an American Express survey, 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience.
After analyzing your business, you have identified that a contact center is the answer to your purposes and objectives. But do you know what to do next? Where to start?
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.
Last year we have done some research with the consultants Frost and Sullivan on Smart Cities and Citizen Engagement. As part of this project, many municipal decision-makers in Europe were interviewed about which services were the focus of their data-centric projects.