Customer service is changing rapidly and fundamentally. In their private life, Millennials and Gen Z have long since abandoned outdated ways of communicating with each other – today, “the screen” is the place to be (and interact), whether it’s Facebook, WhatsApp, Twitter or any other social network. Social media is literally revolutionizing the way people live and interact – as per October 2019, there were over 3.7 billion active social media users worldwide.
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Transforming customer experiences
As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. It’s a daunting exercise each year to calibrate your investments for the next 12 months. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.
In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.
Mismatches in staffing and demand are a key cost driver for most contact centers, which often find themselves with too few or too many employees on the clock.
Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that. But today’s contact centres can offer so much more to customers.
Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.
Citizens contact government agencies for a large variety of services on a very regular basis, and just like in the private sector, these agencies are challenged to keep up with changing customer expectations. There are new mandates within the government to use technology to improve the customer experience, while maintaining proper levels of safety and security with their data.