Contact Center

customer service trends in 2015

Year End Review: Customer Service Trends in 2015 and Beyond

By | Big Ideas, Cloud, Communication, Contact Center, Customer Experience, Customer Service, Mobile, Self-Service, Texting, Trends | No Comments

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.”

This year, that couldn’t be further from the truth.

That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM integrations, texting–all were major customer service trends in 2015.

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Why Contact Centers Should Offer Texting to Customers

By | Contact Center, Customer Service, Texting | No Comments

This post originally appeared on ICMI.

The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact, digital interactions in the contact center will surpass voice interactions in two years’ time.

Text messaging is one of the digital channels contributing to that increase. According to the same Dimension Data report, nearly 40% of contact centers use text messaging/instant messaging, with this number set to increase to over 60% by 2017. The research also found that more interactions are handled via text messaging/instant messaging than on smartphone applications or social media.

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All Call Center Metrics Are Important. But Have You Tried Using This One?

By | Big Ideas, Contact Center, Customer Satisfaction, Operations | No Comments

There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy.

But what if I told you there was a call center metric that could do nothing but measure a customer’s happiness, one that tracked their satisfaction through every interaction?

There is, and it’s called the Smiley Face Index (SFI).

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Contact Centers Will Go Digital By 2017

By | Contact Center, Customer Service, Trends | No Comments

Contact centers need to get ready to get digital.

According to the 2015 Global Contact Centre Benchmarking Report by Dimension Data, digital interaction will outpace voice interaction within the next two years. Digital interactions currently comprise 35% of customer interactions: this includes IVR, text messaging, mobile applications, social media, websites, and more. This is in line with customers’ demand for a seamless omnichannel experience, one that’s more contextualized and personalized on every channel.

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7 Reasons Your Contact Center Needs Cloud-Based SaaS

By | Cloud, Contact Center, SaaS | No Comments

People often get criticized for having their head in the clouds, but for your contact center, there’s no better place to be. Over 65% of businesses are already using cloud-based applications, and 46% of contact centers planned to move their contact center to the cloud by mid-2015.

One of the best reasons to do so is cloud-based SaaS. This technology is a pretty big deal because now it’s easier than ever for companies to get business done in a timely and cost-effective manner. Under the cloud SaaS model, contact centers can essentially “rent” the software they need to use on a subscription basis. The “cloud” part is exactly what it sounds like–instead of downloading software directly on a computer, contact centers can access the software they need anywhere, anytime.

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How to Provide the Ultimate Contact Center Experience

By | Contact Center, Customer Experience, News | No Comments

Providing the best customer experience can be a daunting task, but Whitepages’ Jordan Reynolds has a few ideas on how to do it. In his blog post, Reynolds writes that customers are looking for a personal, one-on-one interaction, with a small-town, coffee house kind of feel. Reynolds had the chance to talk with OneReach’s Kevin Fredrick, who pointed out that “customers just want to feel known over the phone” and that context helps provide that.

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Screen Pops–Listen With Your Eyes

By | Communication, Contact Center | No Comments

Meet the caller ID of the 21st century: the screen pop.

A screen pop is exactly what you’d think it is—a notification that appears on your screen when someone calls you. Despite its simple name, it’s actually a pretty advanced technology. Instead of just displaying a caller’s name, screen pops can draw from software you’re already using to display a customer’s service history, including past appointments and correspondences.

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SMS Automation: Reach Out and Text Someone

By | Automation, Contact Center, Texting | No Comments

Texting automation is the latest development in contact center technology. Also known as Interactive Text Response (ITR), SMS (short message service or “texting”) automation is part of an integrated phone technology platform which supports multiple channel communication. This system is designed specifically to improve the call center experience by managing customer problems in a quick and timely manner.

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