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Intent Recognition | Speech to Text & Text to Speech | Agent Assistance | Sentiment Detection | Next Best Action |
Context Recognition | Contact Summarization | Agent & Customer Promise Capture | Intelligent Search | Translation |
The secret to better customer experience is turning the contact center into more than an issue center. The contact center must become a key order center with the right strategic footprint, supportive partners and smart technology.
You need the right-sized contact center for economic and staffing efficiencies, the right blend of at-home, part-time and offshore support, and the right risk profile. The goal is to make the contact center a valuable part of the customer journey.
ISG can help you achieve flexibility, workload balancing, business continuity and competitive advantage. We will help you choose the right partners to improve processes, drive operational efficiencies and reduce costs.
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Learn MoreWith more B2B enterprises looking to provide access in a timely manner and when and where the customer chooses, digital commerce is a growing part of the overall customer experience. It is safe to say that in B2B commerce, the Amazon effect also applies, in that customers expect a similar level of frictionless automation, immediacy and simplicity in operation. But, as I will discuss, there are significant differences between B2B and B2C around individuality in pricing, more complex product sets and payment terms.
The environment around customer experience is being disrupted by a series of technical and organizational shifts ranging from artificial intelligence to work-from-home to deep customer analytics. When times change, it’s helpful for people to have a framework to organize their thinking and actions. I believe there are two dominant frameworks used to organize business approaches to customers. One is rooted in the efficiency of the contact center (let’s call it “CC thinking”), and the more marketing-centric framework is based on maximizing customer value (for argument’s sake, “CX thinking”).
By the late 2020s, Gen Alpha will move into the workforce, introducing a new dynamic. With the potential for up to five or six generations in the workplace, enterprises are often challenged to understand how to bridge the generation gap and create a cohesive workforce. The answer can be found within your technology stack.
There is a strong and growing market for managed services BPO, with contact center agreements contributing heavily to this growth. In the last three years, the demand for resilient and advanced digital customer experience (CX) increased, leading to a surge in investments activities in this space.
The growth of CX services has been phenomenal in the last couple of years, which reflects its growing importance among enterprises and their drive to ensure the best and most seamless experience for customers, with the intent of winning and retaining them. Enterprises are leaning on managed services partners to help them drive and transform their CX functions.
Companies with cloud-based contact centers quickly implemented a work-from-home setup with minimal disruption when the pandemic hit. The benefits of remote work have been on display ever since. The ISG Provider Lens™ Contact Center as a Service Global 2020 report explores how accelerating your contact center’s move to cloud can bring with it new personalization and workforce management capabilities.
Organizations must continue to adapt using automation, collaboration tools and optimal office environments to ensure they can make the most of their greatest asset – their people.
