Call center operations during the pandemic have been challenging - to say the least.
This has caused some tragedies, may drive a permanent shift to WFH, and highlights the difficulties in the outsourced contact center industry. https://t.co/SZyqhcKR3i
Customer service with an AR twist? Imagine talking to a member of customer support and showing them the issue you're having as if you're both in the same room! https://t.co/ZJDIPLXfF5
On one hand more monitoring makes sense. But on another, you can use other tools to understand the performance of your agents -- without looking over their backs. Where do you stand? https://t.co/wq0iMyIIko
@Fonolo put together a hilarious compilation of the "Top Ten Worst Companies to Call in 2020". Check it out here: https://t.co/00zK1UjR1u. Hopefully you did not make this list!!
Customer's dread one thing more than anything else - being put on hold. Here's an interesting real time compilation of customers complaining about hold times https://t.co/tatY5jWVKA brought to you by @onholdwith.
Customer service as a whole has gotten better over the last year. Companies like @WeAreFarmers, @jumpworkuk and @Allianz turned a pandemic into an opportunity for growth.
https://t.co/tBKIewbJkT
A little AI and and little Human. This take by @servicenow is a great way to think about the future of the call center. We have to Augment humans, not replace them. https://t.co/5IUGnnpWgz
@Avaya & @Google's @Dialogflow have been cozying up even more in 2021. As @mvizard points out, this partnership is the start of many contact center tech companies starting to think through the classic build vs buy problem for their own AI solutions.
https://t.co/VjNueNosXm
@Genesys is looking to maintain their edge against some of the tech Titans like @amazon and up and comers like @asapp. Think they can retain their lead?
https://t.co/g07xKwGwfe
Do you make your customers wait in an agonizingly long line? (We're looking at you #DMV). The new #StateofService report shows that appointments for customer care are on the rise https://t.co/rnTwHW3GgU
Bold move @Genesys 😉
#Omnichannel is the future. We're watching to see if the acquisition of @Bold360 helps you win customers back from @ServiceCloud.
https://t.co/PP8tNoE9QI
How do you measure #CX? Do you use #CSAT? #NPS? How about #CES? The Customer Effort Score is one of the least understood (and most interesting) of the #CX scores. Check it out here: https://t.co/rBOQ7WIsH5
#AI for #CX is seeing a major uptick in activity over the past year. Real-time transcription, agent analytics and personalization are all leading caused for the new tech. https://t.co/vIYj2Q2vGh
Is your contact center up to date?
It is shocking how many #contactcenters still cannot see what issues are leading to long hold times, you would think with all of the CTI tools available that this would have been solved, but it appears to be one of the lowest hanging opportunities for #speechanalytics.