News

Unexpected Lessons from the 2020 Contact Center

VIEW Dec 15, 2020
Customer Think - About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Before the COVID-19 pandemic sent agents home on a massive scale, before economic disruption reinforced the need for consistent, digitally enabled customer experiences (CX), I outlined several ongoing trends and how they would shape the future of contact centers in the first year of the new decade. Needless to say, those predictions were made under rosier conditions.

The Role IT Will Play in the 2021 Contact Center

VIEW Dec 14, 2020
No Jitter - If there was ever a year for chief information officers (CIOs) and chief technology officers (CTOs) to make their mark on an organization, it was 2020. In the far-off future, contact center leaders will look back on this period as the ultimate case study in digital employee workspace and digital customer interactions.

Stimulate Small Business Growth with Proactive Customer Service

VIEW Dec 9, 2020
Business 2 Community - There are many ingredients a small business can use to create consistent, sustainable growth. One underappreciated element is customer service. The relationship between customer service and business growth may seem unclear at first, but the most successful small business leaders know that effective service directly influences revenue and profits.

The Role Of Cloud Contact Centres In Covid-19 Recovery

VIEW Dec 8, 2020
Contact-Centres.com - While many small and medium-sized businesses (SMBs) are used to fighting for survival, recent events have increased the threats they are facing and put any deficiencies firmly in the spotlight. In some cases, SMBs have been disproportionally impacted by the ongoing Covid-19 pandemic, prompting many to re-invent how they do business in order to keep pace with competitors.

COVID 19 Cemented Not Started Our Digital CX Transformation

VIEW Dec 7, 2020
Customer Think - The coronavirus pandemic has changed the way consumers interact with the world. From how they shop to how they consume entertainment, people are spending more time online than ever before. While the use of digital channels has certainly been accelerated due to the public health crisis, the trend did not begin overnight. Consumer surveys, pre-COVID-19, had already detected a dramatic shift to digital service.

Why Contact Centres Must Embrace the Digital Revolution

VIEW Nov 26, 2020
Comms Business - A lot has changed for contact centres in 2020. The significant disruption and social distancing measures brought about by Covid-19 have accelerated several key trends, forcing contact centres to adapt their strategies in order to stay competitive and ensure business continuity.

4 CX Takeaways From 2020

VIEW Nov 24, 2020
The Modern Customer - It’s not the COVID-19 pandemic, though that has certainly played a large role. According to NICE inContact CEO Paul Jarman, the biggest change has been the democratization of opinion. Customers have more of a voice than ever before, which has forced companies to focus on experience. Brands learned that they have to provide an experience that individuals are excited about and will share with family and friends in order to gain customers. As Jarman says, the push towards customer experience has given more power to consumers in voice and choice.

Three Trends in Customer Care Borne of this Year's Disruption

VIEW Nov 16, 2020
ICMI - In this year’s NICE inContact Customer Experience (CX) Transformation Benchmark study, we didn’t just see higher investment levels in four key areas of CX – websites, new channels, new and improved contact center technology and seamless communication – but an overall shift to a deeply integrated and digital-first experience. Contact centers aren’t just performing triage amid a crisis – they’re doubling down on growth and innovation.

Has Big Tech Lost Its Way

VIEW Oct 28, 2020
The Small Business Radio Show - While there are a lot of amazing things that Big Tech has brought to the world, there are also a lot of things that are questionable, especially in terms of how they’ve improve humanity. We discuss the good, the bad, and the ugly of big tech, and if there is a solution to be found.

Building a Sustainable Strategy for Remote Agents

VIEW Oct 27, 2020
Contact Center Pipeline - The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty. As more businesses embraced social distancing, it led to a digital migration on a massive scale, with remote work becoming the standard until the infection “curve” could be flattened.

COVID-19 Cemented, Not Started, Our Digital CX Transformation

VIEW Oct 12, 2020
Contact Center World - The coronavirus pandemic has changed the way consumers interact with the world. From how they shop to how they consume entertainment, people are spending more time online than ever before. While the use of digital channels has certainly been accelerated due to the public health crisis, the trend did not begin overnight. Consumer surveys, pre-COVID-19, had already detected a dramatic shift to digital service.

Thinking Differently about Digital in Your Contact Center

VIEW Oct 3, 2020
Customer Think - Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of this year, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics. Fast forward to April, with the coronavirus pandemic in full swing and millions locked down in quarantine, suddenly phone had a massive resurgence: Verizon reported handling over 800 million daily calls week over week, compared to its 2019 single daily high of 400 million.

Omnichannel at the Heart of Customer Service

VIEW Sep 30, 2020
Call Centre Helper - The main goal of any contact centre is to provide customers with high-quality, positive experiences that meet their specific needs and preferences as seamlessly as possible. Building relationships in this way is vital to driving long-term customer loyalty.

Building a Sustainable Strategy for Remote Agents

VIEW Sep 11, 2020
Customer Think - The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty. As more businesses embraced social distancing, it led to a digital migration on a massive scale, with remote work becoming the standard until the infection “curve” could be flattened.

Want to Own CX Start With Customer Intelligence Data

VIEW Sep 9, 2020
Toolbox - Customer experience (CX) is changing. Once purely a transactional function, CX now focuses on driving overall business goals. Additionally, pandemic-driven consumer demands have changed the way contact centers operate. For example, customer service and brand loyalty are now given equal measure to fostering new relationships and maintain customer support during crisis.

Safety First: Driving Security and Compliance in SMB Contact Centre

VIEW Sep 3, 2020
UC Today - In today’s contact centres, threats can come from many different angles. Contact centres are expected to provide a digital-first service for customers through a combination of mobile, social and traditional channels that includes email, text, chatbots and messaging apps. Connecting with customers where they want to connect is now a necessity, along with enabling anytime, anywhere conveniences. This makes it easier for customers to get the personalised help they need, thereby providing an improved experience in order to drive customer satisfaction.

Thinking Differently about Digital in Your Contact Center

VIEW Sep 1, 2020
Contact Center Pipeline - Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of this year, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics. Fast forward to April, with the coronavirus pandemic in full swing and millions locked down in quarantine, suddenly phone had a massive resurgence: Verizon reported handling over 800 million daily calls week over week, compared to its 2019 single daily high of 400 million.

Reopening Plans Must Look Forward, Not To The Past

VIEW Aug 27, 2020
Customer Think - Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in minimizing disruption and maintaining continuity of customer service. Amid widespread self-isolation and quarantine, contact center leaders ensured that agents and other staff still had access to vital customer information and were able to transition to full-time remote work. Customer service teams relying on modern cloud platforms had the agility to move around teams and work within hours, while those using legacy tech often required more creativity, compromise, and patience to get the job done. Working conditions look vastly different than they did just a few months ago, and many contact centers have settled into this new normal without sacrificing the needs of the customers they support.

Contact Centers May Never Be the Same Again

VIEW Aug 19, 2020
Customer Think - When the economy returns to relative normalcy, there are some professions that may not resemble pre-pandemic conditions. Customer service, for example, has experienced considerable change, as contact centers went virtual to protect their employees and maintain business continuity. This abrupt pivot has proven to be successful for many contact centers, so much so that the transformation is likely permanent.

How To Bolster Customer Experiences With Business Agility

VIEW Aug 11, 2020
Forbes Agility and continuous improvement have long been defining attributes of successful businesses. Typically powered by the immediate access of data, organizations can quickly identify, understand and act upon opportunities and challenges in near-real time. In today's world of constantly shifting customer expectations, that agility is vital for achieving consistent, sustainable growth.

Reopening Plans Must Look Forward, Not to The Past

VIEW Jul 27, 2020
ICMI - Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in minimizing disruption and maintaining continuity of customer service. Amid widespread self-isolation and quarantine, contact center leaders ensured that agents and other staff still had access to vital customer information and were able to transition to full-time remote work. Customer service teams relying on modern cloud platforms had the agility to move around teams and work within hours, while those using legacy tech often required more creativity, compromise, and patience to get the job done. Working conditions look vastly different than they did just a few months ago, and many contact centers have settled into this new normal without sacrificing the needs of the customers they support.

Focus on Goals and Training to Aid Clients and Teams

VIEW Jul 27, 2020
MyCustomer - Consumer-facing businesses live or die on the experiences they provide. Those that can provide consistent and engaging experiences will improve customer satisfaction and retention, while those that provide a below-par customer experience (CX) will quickly find themselves on their back foot.

Case Study: How MoneyGram Maintained CSAT During COVID-19

VIEW Jul 23, 2020
Call Centre HelperThe traditional workplace environment has changed drastically in 2020 across all sectors due to the global COVID-19 pandemic. During these difficult times, customer support has remained as important as ever. Those serving customers have had to adapt to large-scale change throughout this ‘new normal,’ while remaining agile and flexible to the ever-shifting needs of customers.

Cloud The Essence of the Contact Center

VIEW Jul 21, 2020
Toolbox - Today, every story about cloud computing is in some way a story about survival. Sometimes it’s about the cloud helping a company grow at scale. Sometimes it’s about leveraging the cloud to weather a difficult storm, such as a global pandemic or a local disaster. For the past few months, every company and government entity has had to quickly adapt to a public health crisis that has affected both their core constituencies and their employees. A large number have been able to maintain consistent contact by rapidly scaling their operations to handle more interactions. The organizations using cloud technologies were equipped with the necessary flexibility and elasticity to assist customers expecting the same level of support and care they received pre-COVID-19.

Support Remote Agents with Empathy and Data

VIEW Jun 22, 2020
ICMIFor contact centers, one of the earliest and most essential rapid-fire policy changes due to COVID-19 was transitioning entire agent staffs to work from home. While some organizations used remote agents to augment staff for scenarios like seasonality, most contact centers had no real-life experience managing virtual teams prior to the pandemic. Never had the industry experienced such a fundamental change in so short a time frame. Basic organizational processes like service hours, training and development, and other workplace norms had to be reestablished virtually, while ensuring the minimal disruption to the business.

Small Contact Centers Have an Advantage

VIEW Jun 22, 2020
customer THINKIt would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small businesses have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to lost sales, disruption in supply chain and disruption in workforce due to employee illness. Furthermore, nearly 70 percent of surveyed businesses say that, unaided, they do not have the financial resources to survive more than four months.

Overcoming Remote Contact Center Agent Challenges

VIEW Jun 22, 2020
no jitter -  Much of the overall success of contact centers’ shift to work-at-home (WFH) agents has been attributed to improvements in contact center-as-a-service (CCaaS) features and better agent desktop software and CRM integrations. The biggest challenge, for many contact centers, has been in the physical relocation itself, and the impact this shift has had on agents and managers.