Customers embraced technology to manage all aspects of daily life and set off a digital disruption that forever changed how businesses interact with them. To meet new customer expectations, businesses adopted hybrid models that emphasise connecting with customers in digital channels and face-to-face. Not only do customers want you to be as digitally fluent as they are–they expect more personal service, too.
According to Salesforce, as disruptive companies leverage breakthroughs in cloud, mobile, social, and artificial intelligence technology to deliver personalised, valuable, and immediate experiences, customers have more choices than ever. As a result, they grow to expect this superior experience from any business they engage with.
Respondents to a survey of more than 200 UK businesses were asked to rate the attributes that they believed were most useful and valuable in contact centre agents. By far the most important factor was empathy – the ability to listen, understand...
In primary school, you tapped into a wealth of knowledge that you’re still able to instantly and effortlessly access. Two times two equals four. The Roman invasion. Magna Carta. The Industrial Revolution. This is essential, schoolhouse knowledge...
It’s Saturday morning, and your customer has an issue. They pick up the remote—er, phone—and dial the number to your support line, expecting instant gratification. There’s only one problem: Your customer might not get connected with the...
Does your system drive seamless omnichannel experiences customers expect? These digital fluent customers have high expectations and are the least loyal of all groups. They move on quickly unless you do these three things: 1. Get personal. Customers...
In this third annual Intelliview, Opus Research and SymNex Consulting provide enterprise decision makers with competitive context for evaluating selected solution providers supporting secure customer contact experiences and fraud prevention....