There is a Digital CX Duty of Care for Customers
Customer service delivery does not stay still for long. As consumers interact with businesses from which they buy products and services in different ways, the pressure is on: CX leaders must adapt to new channel realities and then go further to exceed the end-user’s expectations. The reality of 2023 has been a noted shift by […]
Social Media Capabilities Remain a Major CX Differentiator
Many outsourcing executives today question what contact channels need to be prioritized. It is a valid concern. While there is a plethora of choices, nobody should dismiss social media. Today, this channel pervades society, and its commercial application is significant. This should not be discounted by either BPOs or their clients as a way of […]
Digital Voice Assistants Need to be on the BPO Radar
Just when seasoned customer experience professionals thought that they had seen it all, a new contact channel emerges. The reality is that so many operators were convinced that the ongoing use of voice and non-voice mediums had hit a saturation point. However, the adoption of digital voice assistants has changed the current channel dynamic, with […]
The Value of Video Chat Cannot be Ignored
In today’s commercial environment, no enterprise can afford to miss a beat when it comes to interacting with its customers. And, while it would be easy to assume that the best way to do so is simply to latch on to the communication channels that appear to be most heavily adopted by the mass-market, ignoring […]
Contact Centers Ignore Voice at Their Own Peril
In today’s customer experience environment, it is easy for contact center executives to get overwhelmed by the plethora of channels. Certainly, supporting end-users with the communications medium of their choosing is important, as is keeping up with the latest in interaction platforms. But enterprises and outsourcers must not let themselves forget that the foundation of […]
Happy 25th Birthday, Text Messaging!
In the wake of upheavals in global affairs last week, an anniversary of sorts went largely unnoticed. However, savvy contact center players will have noted the quarter-century milestone of the humble SMS message. Notwithstanding the legacy of text technology globally, it is safe to say that this text messaging still poses challenges for many firms […]
Analytics Should be at the Heart of any Front-Office BPO Offering
Contact center services are not insulated from flash-in-the-pan fads. Clichés aside, there are also some solutions that have proven their usefulness through the years as part of a broader BPO value proposition, none more so than analytics. The opportunity to assist clients in enhancing their knowledge of consumers has never been more vital for companies […]
PACE Summit Showcases Customer Experience Imperative
One certainty over the past several years in North American CRM is that while there are loads of trade shows, those that get to the crux of today’s issues are diamonds in the rough. The recent 2017 PACE Association Convention & Expo held in Tampa falls into that category. With the contact center sector in […]
Evolving Channel Selection Imperative for Outsourcers in 2017
‘What’s past is prologue’ – William Shakespeare, The Tempest Upon reflection, it is amazing the extent to which elements of the past foretell the future. In many cases, such events are highlighted in contemporary popular culture. This was certainly the case during a recent episode of the popular AMC television show Halt and Catch Fire. […]