Why Contact Center Scalability Agility Matters for CX

Tag: Kershwyn

Having recently moved homes, I’ve spent a lot of time in the last month calling into a variety of contact centers to get my utilities set up, billing information changed, personal information updated, and problems corrected. Some of these interactions went smoothly, while others left a bad impression. Tags:News & ViewswebinarmultichannelContact Center & Customer ExperienceAI & AutomationCCaaSCustomer ExperienceDigital TransformationNews & Views Articles You Might Like As an example of the latter, take my experience with an Internet services provider I contacted regarding whether my residence falls within its coverage area. On its website, the provider offered chat and phone options. Because I didn’t have a solid Internet connection at the house yet and wanted to conserve my mobile data, I tried the old-school method of a phone call. Upon dialing, I received an automated message that the contact center was experiencing a high volume of calls and I was placed in the call queue. How to Plan a Smooth Contact Center Cloud Migration Elizabeth Magill September 24, 2019 A strategic migration plan must answer three important questions. CXSurvey_774.png See All in Contact Center & Customer Experience » This is the topic we’ll be exploring in the upcoming webinar with contact center industry analyst Sheila McGee-Smith, of McGee-Smith Analytics. Register now to hear from one of the industry’s all-stars on how businesses can design their customer experiences to be ready for the scalability and flexibility required by seasonal business demands. You’ll learn about new approaches to capacity scalability, how supporting work-from-home agents can be game-changer, and how you can apply new technologies like artificial intelligence to ensure that your contact center organization is agile enough to provide exceptional customer experience, even while dealing with the heaviest of call volumes. Traditionally, contact centers would have handled seasonal business spikes by engineering for peak demand and hiring additional employees. These seasonal employees might have had the requisite skills and knowledge, but chances are they wouldn’t have known the business or have been able to provide the customer experience in the manner business executives desired. But in this modern era, organizations can take advantage of new tools that allow them to deliver digitally transformed customer care capable of scaling with their businesses. Why You Need to Care About CX of Connected Consumers Blair Pleasant September 30, 2019 Today, enterprises are distinguishing themselves with personal, robust customer experiences. But can it be too much? Ten minutes later, and still in the queue, I figured I’d try the chat channel while I was waiting — just to see. I fired up my Verizon MiFi hotspot and clicked the button to launch a Webchat. Within about 30 seconds, I got through to an agent; meanwhile I was still waiting in that call queue. I was able to get all my questions answered via chat, so hung up on the still-unanswered call. Had I not tried the Webchat avenue, who knows how long I would have been waiting, only to find out that, no, my residence was not within the provider’s service area. Cisco Touts Webex Contact Center-Calling Integration Beth Schultz September 23, 2019 Company talks up other enhancements to cloud platform, as contact center partners make service news of their own. Log in or register to post comments Decoding Dialogflow: Enabling Voice Brent Kelly September 16, 2019 The seventh in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI To a degree, longer on-hold times can be expected from most any customer service operation this time of year — with the back-to-school season upon us, people across the country are shuffling to sneak in those end-of-summer vacations, shop for school supplies, and so on. Glad as I was that I was able to get my question answered via my second channel choice, my contact center calling experience doesn’t have to be — and shouldn’t be — the norm. Organizations must be prepared for traffic spikes – seasonal or otherwise — coming into their contact centers. What’s Trending in CX Today Blair Pleasant September 17, 2019 Organizations that truly care about customer service start with a understanding of what digital consumers really want. read more