When I started my career back in 1988, contact centers were very different. Dialers were a box nailed under our desks, scripts were pages stapled in a folder and we didn’t have computers. But one thing has remained the same, the customer has always been the top priority. With Valentine’s Day celebrated this month I wanted to share five ways to show customers love this Valentine’s Day and all year long. Continue reading →
It is time to modernize your contact center and you have a lot of options to consider to add to your current phone support. My customers are using email, chat, and social to name a few, so how should I support that? As a contact center leader you have questions about each of these channels. How do each of these channels improve the business? How will these channels help my agents? Will they help my agents? At the end of the day, you want to look back and be confident you made the right decision about the addition to your contact center.
This article was originally published on VMBlog, here.
2017 Brings the Death of the Contact Center, And the Engagement Center Emerges
The evolution of the customer experience industry is a fascinating movement. Admittedly, it’s been slower than what people have wanted or expected, but I believe that 2017 brings the next evolution of the contact centers — customer engagement centers. Continue reading →
By Katie Bromley, Director Corporate Communications
33% of consumers* said that “receiving great customer service” is a reason they would advocate for a brand. 34% will advocate for “love of the brand.” Also, 62% said free delivery would motivate them to buy a product online. I’m a fan of great customer service, and free, so yes, count me in those numbers as well.
This article was originally published on MarTech Advisor, here.
By Mayur Anadkat, VP Product Marketing
Sally is irritated. She has enjoyed in-store shopping from her favorite department store for years, but she is finally ready to explore online shopping. While more and more people are motivated to shop online due to no crowds, variety and lower prices, Sally found that her experience as an online customer took a complete 180 since making the shift.
It’s an understatement to say the world of customer service has changed. Today’s customer, including me, wants to be able to get a response, quickly from customer service via whatever technology is convenient. Unhappy with a service? Tweet it. Questions about a product you’re thinking of buying? Web chat.
Why is customer service, bad or good, such a hot topic right now?
The customer service industry is experiencing some technology growing pains. We are seeing a lot of examples of the next big thing and trending technology ideas go through an awkward stage, like puberty. Not quite developed for the future, but apparent for everyone to see we are hitting a time of real change. I’m feeling a huge push in technology to want to be part of the Internet of Things (IoT) and bots becoming the new normal, but the maturity level of these are stuck at an awkward, teenage level. IoT and bots are in their early days, not sure where they fit in, still trying to find a home, not quite confident and accepting that this is the new normal.
Guest Post by Joanna Jones of Impact Learning Systems
Over the years exasperated customers have aired their frustrating interactions with contact center agents on social media. Some of these have gone viral creating public relation nightmares for the companies involved and giving other frustrated consumers a platform to pile on. Often when a company finds itself facing one of these viral campaigns it issues a public mea culpa and quickly makes an honest effort to revamp its policies so as to avoid such misfortune again. Your company doesn’t need to be holding the short-end of a public shaming stick Continue reading →
This year marks the 25th Anniversary of Enterprise Connect, an event that gathers the most qualified technology professionals and business decision-makers in one place focused specifically on contact center and general customer service tools. In honor of this milestone, Five9 has pulled together 25 key stages in the evolution of contact center technology, and what we expect the next significant advancements to be.