Everywhere you look every business is being urged to ‘go digital’ or go under. Now they are being urged to engage ‘digital chat agents’. But don’t panic – this is not a recommendation to replace humans with robots. It’s a recommendation to engage the digitally savvy to staff the new channels of customer interaction: web chat, social media and the like.
Making projections 10 years out in any industry that relies heavily on information technology (and which one doesn’t) is a tough call, but here’s a few suggestions as to what the contact centre will look like 10 years hence.
“In today's omnichannel world, consumers have many more ways to learn about and purchase products and services — such as through websites and social media, in a store, and on a device while on the go — than they have had in the past,” says the Boston Consulting Group (BCG), in a new report: What Really Shapes the Customer Experience.
Australians love their mobile phones, and the smarter they get the more we love them. Apart from their long established voice and short message applications we use them for email, as our diaries, cameras, game devices, train timetables, video screens and much, much more.
A couple of studies on customer experience came out last month that neatly complement each other: Next-Level Customer Experience: Designed by Your Customers, Delivered by Your Business, from Call Center IQ and The Customer Service Revolution from DMG Consulting.
You don’t have to dig very deep into contemporary business literature to discover the current obsession with ‘customer experience’, or more specifically, the quest for the optimum customer experience. Less often is the question asked: How much does this matter?
Forrester Research has completed its second annual survey of customer experience (CX) professionals at large Australian companies, saying it has found a significant disconnect between corporate priorities and CX strategies.
Technology and the growing obsession with ‘customer experience’ are combining to transform the contact centre. A new study makes an ambitious attempt to define the new role of the contact centre and set out what businesses can do to optimise the performance of their contact centres.
Will big data displace net promoter score as the preferred touchstone of customer satisfaction?
Have you heard the term ‘data management platform’? No, well read on because, according to software giant Oracle, data management platforms (MDPs) are the cornerstone of a collaboration between advertising technology and marketing technology, and represent “the perfect combination to help marketers deliver great customer experiences and more effectively drive revenue for their businesses.”
Last week we looked at how The Internet of Things (IoT) — the growing trend to have widely deployed sensors communicating data to computer systems that make decisions based on that data — would likely change the way many goods are sold and supported by enabling the supplier to constantly monitor the product and convert a one-off sale into an ongoing service relationship.
American author Mark Twain famously responded to a premature obituary by saying: "The report of my death was an exaggeration.” The same could be said of the call centre, or should that be the contact centre?
Software company SDL surveyed almost 800 customer experience management (CXM) decision makers and influencers, and asked them: “How would you define ‘Customer Experience Management’?”
The Internet of Things (IoT) — the growing trend to have sensors in everything communicating data to computer systems that make decisions based on that data — is tipped to be a greater disruptive force than the Internet has been. No area of endeavour will be spared: customer service included.
Research commissioned by Opus Research and published in its report, Sequencing the Omnichannel Customer Conversation suggests that customers now regularly use four of five different channels in their engagement with suppliers. The relevant importance they attach to these and how they shift from one to the other creates a bewildering array of options that customer experience professionals have to cater for.
Australia has emerged as a clear leader in an annual survey of senior marketing executives across Asia.
Forrester Research says that a profound change is sweeping through the contact centre industry: where once experienced agents were fonts of knowledge, able to answer the majority of customer information requests 'off the cuff' they increasingly expect to access that information from repositories available through the system.
A new study claims to have uncovered a significant disconnect between what today’s mobile, always-connected customers have come to expect from customer service and what contact centres are delivering.
The popularity of live chat as a customer interaction channel appears to be rising rapidly. In the US the number of online shoppers using live chat is said to have increased from 38 percent to 58 percent in the last five years.
A survey of almost 3000 consumers across three generations in nine countries, including Australia, has provided some valuable insights into what consumers regard as a really bad customer experience failure, what they do about it and what customer service providers need to do about it.