For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting from point A to point B is becoming increasingly pressure-filled. And when you consider that according to the International Air Transport Association (IATA), the number of air travelers will increase from 4 billion in 2017 to 7.8 billion in 2036, it’s clear that flying isn’t going to become any less stressful in the near future.
The contact center is constantly evolving.
Customers are the chief drivers for business. Without them, operations simply wouldn’t exist. Having top-notch products and services along with a way to effectively market them is how you’ll attract customers but when it comes to retaining them, both customer service and customer experience management have a huge impact on their loyalty.
When it comes to selling both B2C and B2B products and services, customer experience is rapidly becoming the deciding factor for buyers. In fact, according to the research firm Walker in its study “Customers 2020,” within the next two years, it will overtake products and price as the most important differentiator of a brand.
Making digital content accessible is not only the right thing to do, it’s the law.
Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also various forms of web and mobile-based applications like email, chat, and social media. Telephony and web infrastructure are major concerns in contact center management, but so is the access to information in delivering excellent customer experience.
Customer experience (CX) is how brands have to differentiate themselves today. It’s what ultimately matters not only for attracting new customers, but also for customer retention. After all, it is far more difficult and expensive to find new customers than retain the ones you already have. While there are several aspects of CX that come down to user experience and customer service skills, today CX is also largely driven by data science.