Prominent stories being shared among locked-down agents, business leaders and our loyal readership are acquisitions, launches and trends in the contact centre stratosphere. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Providing Better CX Prompts Smoother Interactions with Customers
Given that agents account for approximately 75% of contact centre costs, effective workforce management solutions are more important than ever. Omni-channel ensued customers were filtered to the right agent and essentially maintained a calm and level workforce that allowed businesses to continue with minimal disruption. Omni-channel didn’t only benefit the agent during lockdown after lockdown, but the customer too. In this article, we took a closer look at just how omni-channel improves CX and the customer journey.
The Importance of Speech Analytics in an Emerging Market
Speech analytics technology employs artificial intelligence (AI) algorithms that can make sense of the unstructured data contained within a telephonic conversation, this article discussed. While speech analytics is still classified as an emerging market, demand for it is growing. From $1.5 billion last year, it could reach $3.8 billion by 2025m, at an above-average growth rate of 20.2%. This is because 70% of contact centres plan on implementing an analytics-led voice strategy in the next 4-5 years.
Surveys are Now One of the Most Popular Ways of Collecting Customer Feedback
Post-call surveys are among the most popular ways of collecting customer feedback in a contact centre, recent research has found. However, post-call surveys have recently come under scrutiny due to their declining response rates and possible lapses in efficacy. To understand its pros and cons, let us first look at what post-call surveys mean in a modern contact centre setting. This article looked into these points in more depth.
Are Your Agents Prepared for the Omni-channel Experience?
Up to 73% of consumers say they use more than one channel during their shopping journey, and these clients expect you to follow them as they hop between solutions. This makes it vital to have agents properly trained for omni-channel experiences. Unfortunately, there are still several companies out there struggling to make the switch to a true omni-channel experience. One of the biggest issues is simply empowering and supporting an omni-channel team, we discussed.
Self-service Could be the Key to Better CX
Self-service solutions are quickly becoming a must-have part of a successful CX strategy, its been said. A Microsoft global report found that around 74% of consumers have used a portal for self-service before. What’s more, a significant majority of your clients expect your website to have a self-service solution available, even if it’s just an automated chatbot.
