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.
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process of improving the customer experience in the contact center through the analysis of Interactive Voice Response flows.
Millennials, oft a source of both fascination and consternation to many marketers and companies, are the largest generation in American history.
Editor’s Note:This guest post, by James Witcombe of SMAART Recruitment, features an interview with PTP’s Erni Mededovic and highlights the rise of artificial intelligence in Australian contact centers, and it’s connection to customer experience.
Australian contact centers are taking a steady and careful approach to introducing artificial intelligence (AI) into their contact centers. Around 7% of Australian contact centers currently use AI in their interactions with customers, with an additional 11% planning to introduce it in the coming 12 months. A high percentage of remaining contact centers are currently exploring the idea, however 44% of contact centers have no intentions to introduce AI.
You obviously know that providing a great experience is becoming the market battle as we move into the future. It can be the differentiator, with many executives stating it has more impact on revenue than the product itself.
Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.
What does the local DMV have in common with, let’s say, Apple? Well, they both probably have a lot of the same customers. But how alike (or different) is the customer experience when engaging with each of these organizations?