This year’s OpenTalk conference is fast approaching. Key stakeholders of the customer service industry anticipate a vibrant offering of ideas and insights at this much anticipated gathering of agents, managers, founders, and CEO’s, all focused on the goal of enhancing the customer experience. Here’s the lowdown on what to expect at OpenTalk 2017.
My father always says, “Work smarter, not harder.” And while he is a hard worker himself and has instilled this trait in my siblings and me, his point was nonetheless clear: Why work harder than you have to when there is a more efficient way to achieve the same results?
Thankfully for many of us in today’s workforce, technology does much of the heavy lifting. But harnessing that technology in the best way possible is an important part of having a well-functioning business operation, including customer contact centers.
"This call may be recorded for quality assurance purposes" is a line we hear nearly every time we call a business.
However, how many contact centers actually follow through on the "assuring quality" promise? In a world where customer service is becoming increasingly important to a company's success, we can’t just stand still and not take action.
Assuring quality customer interactions is a priority for any company that expects to thrive and grow. In-house QA teams, third-party QA consultants, and closed, internal systems for monitoring contact center quality are soon to be relics of the past as QA, along with other customer service systems and platforms, moves rapidly to the cloud.
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According to a survey conducted by IBM, 65% of Millennials do not want to deal with a live agent at all. To address this, call centers have begun experimenting with virtual agents or chatbots.
A virtual agent can reduce the workload on your support staff, keep your branding consistent and stop tickets from getting escalated to higher levels.
Customers are demanding now more than ever. We live in a world that is a slave to the "we want it now" culture and customer service support centers that refuse to adapt are being left in the dust.
If you are looking for a proactive approach to improving your customer service, it starts with investing in the right software. Statistics show that the cost of bad service can be significant and call centers that want to be successful need to be able deliver the exceptional customer experience that is expected of them.
Over the past year, omnichannel has become the buzzword in the contact center industry. Yet, there are still call centers who have not evolved and continue to resist integrating new technology to step up their customer experience.
There are many reasons for this lack of adoption. Most call centers are still unsure how to get onboard the omnichannel revolution and feel overwhelmed by the sheer number of digital options available.
"I have got too much work and not enough time to do it all". That is a statement we have all muttered to ourselves at some point in our careers.
Towards the end of 2016, a study by Wrike came out stating that nearly six in ten employees feel their workloads have gone up. A further fifth reported that work demands had increased "significantly" in the past year.
However, that's not all, 47% of respondents across various sectors stated that they work longer works to get the job done than they did a year ago. A third of managers also confirmed that they expect employees to put in this extra time and take fewer breaks to meet the demands of their growing task lists.
Clearly, Artificial Intelligence (AI) is ushering a new era of convenience and service. I am reminded of this absolute truth anytime my three year old bounces into the kitchen and asks Alexa, our Amazon device, to tell her a joke or play her favorite song. The AI genie is undoubtedly out of the bottle, and there’s no telling how far this technology will go to enhance our lives.
One thing is for sure: AI in customer service is no longer a far-off dream, but a present reality. How can contact centers harness the power of AI to improve customer engagement? Read on to find out how.