“Did you check the spam folder?” gets me every single time. As soon as the agent utters those words, I become a different customer. Not by choice; it’s just my normal immediate response to someone suggesting that I do not know what I am doing. It’s also a guarantee that it will be a difficult call for the agent as well as for me.
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Transforming customer experiences
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Demand for self-service is soaring. Consumers expect more than ever, beginning with the 24/7, always-available convenience of finding solutions to their problems themselves. Though most businesses now offer at least one self-service app, a Gartner survey found that just one in 10 customers report resolving their issue using self-service entirely.
Did you know that 90% of the world’s data was generated just in the last two years? In fact, over the last 13 years the amount of data captured globally has increased by an estimated 7,400%!
Today’s contact center analytics can give leaders unprecedented insights into operations and identify if they’re delivering the experiences customers expect and value. Artificial intelligence (AI) can take standard contact center data and transform it into actionable information about customer behavior, agent performance, and operational efficiency – key information that can’t be ignored for the modern contact center.
If you want to get somewhere, of course you need to know which direction you’re heading. To get there efficiently, you also need a deep understanding of where you currently are.