As a leading contact center solutions vendor born in Europe, Altitude has been a supporter and a sponsor of the International Customer Contact Benchmark since its first edition. It is an outstanding effort to gather data and provide an overview of the evolution of contact centers across Europe.
Having one of the most important tech events happening in your city is something big. As soon as the news came out that the Web Summit was coming to Lisbon (more than a year before), and being a web, social media and content marketing enthusiast, I knew I could not miss it. So, I joined the Women in Tech movement and got a special ticket, a year before the event happened.
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.
The Altitude North America Summit, that took place recently, was a great experience, with top level management, at the iconic CN Tower in Toronto, Canada!
Perceiving the quality of your customer service, communicating it effectively to all players, and learning how to improve it is a real challenge, especially now that buzz words such as customer journey and customer experience are stronger than ever.
Home agents is not a new concept, but still a very relevant one, due to the rising numbers in cloud contact center deployments. Companies operate on a global world and need agents across the several regions and with different skills to be able to achieve customer retention and loyalty regardless of the agent´s location.
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?
Gartner has just published the “Hype Cycle for Contact Center Infrastructure, 2016”. This influential report has been helping companies match contact center investment planning with operational and business goals throughout the years.
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.
“Without big data, you are blind and deaf and in the middle of a freeway.” – Geoffrey Moore
Mass marketing days are gone! Your customers now expect highly personalized, individual attention when they contact your company. Companies can benefit from the Big Data available for each customer to be able to increase the personalization from one interaction to the next. Nowadays you can Use Big Data for a continuous, incremental enhancement of the customer journey to improve the outcome of the customer experience.
Keep reading to find the 3 key principles that you cannot miss.