Why a self-service strategy is a crucial part of your CX success

The role of phones in the contact center is changing thanks to the rise of artificial intelligence (AI) and virtual reality (VR), but does this mean that they are slowly fading as a method of communication? Let’s explore the importance of thinking like your customers to give them the support they need, when they need it, with or without phones.

Customizing customer relations is no longer optional. In a digital world, where conversations with brands begin on one channel, continue on a second, and end on a third, it is a necessity. Are you wondering how to remove the hurdles to personalization and create customer journeys optimized with context data? The answer is in this post.

The arrival of 5G, planned for June 2020 in France, represents an unprecedented technological shift. Companies only have a few months to prepare 5G service offers adapted to their sector of activity. In this blog, we explain why 5G will revolutionize the customer experience through enhanced and collaborative video.

To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular in the private sphere, is among these. In a highly connected world, it allows companies, that adopt it as a complementary channel, to enhance both customer and agent experience.

To maximize client satisfaction, your agent’s primary work tool should be designed in line with the principle of symmetry of attention. The right UX design of a contact center agent console is the result of design reviews that involve business actors and a good design system.

To maximize customer satisfaction, you should start by making sure that your contact center agents are happy to work there. This principle is called symmetry of attention. It is recommended to apply it to the design of your agent console, the primary work tool of your advisors.

Nowadays, Contact Center as a Service (CCaaS) providers must offer high-performance solutions in line with their customers' needs, and above all become true partners, endowed with expertise and an associated service offer, capable of supporting their customers throughout their project. To this end, one shouldn’t neglect the qualitative nor the quantitative aspect of support.

Do you want to start a real conversation between the brand and its customers on the voice channel? To do so, it is recommended to automate customer relations in your contact center. Using the right technologies to accelerate your automation trajectory makes your brand more available and efficient, resulting in increased customer and agent satisfaction.

To design a high-performance chatbot that is able to provide the best possible customer experience, the most important thing is to make sure it is well-supported. By mobilizing a wide array of skills and professions, you can ensure that your conversational agent is part of a global journey that nurtures its ability to understand natural language (NLU).