Skill-based routing: an evolving strategy that optimizes your agents’ strengths

2020 was a pivotal year for contact centers. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to discover the 10 customer experience stats from 2020 that reveal the new landscape.

Personalized channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands as they enjoy in their private lives, and contact center directors’ channel strategies must reflect that reality.

Today, beyond the technological feats of AI, automation and the cloud, the focus of contact center managers should remain on customers. This means that selecting contact center solutions that work with existing customer relationship management (CRM) solutions should be a top priority for every contact center manager. Read on to learn about the competitive edge your organization can get by seamlessly integrating its contact center with its CRM.

One thing is certain: 2021 will be interesting. Customer contact centers are experimenting with new ways to enhance customer experience and are continuing to adapt to COVID-19. What solutions are proving most valuable, and is your organization ready? Read on to learn about the essential trends CX leaders will adopt.

Meeting KPIs and customer expectations requires top-notch operations and cutting-edge technology, but the human touch is vital to developing brand-customer relationships. When it comes to customer experience (CX), training and empowering employees with tools is important but ensuring their happiness is key. In recent years, the gamification of user experience has become a much-vaunted method to raising contact center agent morale. But does it actually work? Read on to find out.

Contact center managers looking to position their organizations ahead of the competition know that optimizing their workforce is key. Workforce optimization strategies such as quality management (QM) and workforce management (WFM) increase operational efficiency, strengthen agent performance and lead to best-in-class customer experience. Read on to learn how.

The COVID-19 pandemic has wreaked havoc on long-established business models and thrown into disarray organizations’ short and long-term plans. As a new reality has forced a radical shift in customer experience, contact center managers eager to stay competitive must adjust to changing customer needs and expectations, with personalization topping the list.

Leading brands understand how vital it is to be proactive, adaptive and flexible. In today’s fast-changing world, this means providing customers with convenient, effective and personalized customer support. For large organizations, implementing an agile contact center does not just resolve customers’ issues but enhances a brand’s reputation and drives growth.

Rewarding customer experience (CX) is much more than a series of brand-customer interactions; ¬it is what customers crave and what successful organizations deliver. In a world of rapidly evolving technology, rising customer expectations and tighter budgets, artificial intelligence (AI) can efficiently enhance customer experience in cost-effective ways. Read on to learn three AI strategies contact center managers should prioritize as the means to improving CX.