Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Is the call center agent doomed for extinction? - 3CLogic - ContactCenterWorld.com Blog

Is the call center agent doomed for extinction?

By 2020, the customer is expected to manage 85% of their relationships with a business without interacting with a human—something that should come as no surprise when considering the rising popularity of self-service channels across the web, mobile apps, and voice (IVR). As a matter of fact, Forrester recently conducted a survey, which revealed that web self-service (through online knowledge bases) is now the most commonly used communication channel for customer service, the first and only channel to exceed voice in history. And as mobile device adoption continues to expand and consumers increasingly demand fast and effortless engagement with the businesses serving them, many have been left wondering—will alternative touch points soon cause the call center agent to become non-existent?

Preferred channel depends on the type of inquiry

After further investigation of consumers’ channel preference based on the type of customer service inquiry, a few interesting insights were uncovered that are certainly worth noting. While most consumers preferred to use the company website or email for “simple” inquiries, the overwhelming majority preferred speaking with a real person on the phone for “more complex” or “difficult” inquiries, indicating that self-service and alternative channels do have their limits, and cannot adequately resolve all problems in a reasonable amount of time.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Escalation to the call center agent

It is also important to understand customers’ cross-channel journeys, as 67% of consumers use three or more channels during a single transaction. A recent survey found that of those individuals who attempted to look for the answers to their questions via self-service, nearly half were eventually forced to contact a representative, as they were unable to resolve their own needs. This indicates either that the company’s self-service capabilities and knowledge base are insufficient and not meeting consumer expectations, or the problem is simply too complex for customers to resolve it on their own. Either way, the agent became a crucial part of the transaction. 

Conclusion- the call center agent is here to stay

While the role of call center agents has most certainly transformed over the years as they are increasingly expected to handle more complex inquiries, as well as those through additional communication channels (web chat, email, text, social media), their importance has largely stayed the same. Utilized when there is a critical need, and no other alternative, the call center agent will continue to play a critical role in the customer service space, and will likely become a business’ primary means of competitive differentiation in the years to come.

 

Validation from companies setting the standard for customer service

“The key to customer satisfaction in the future is retaining the human interaction, combining that with digital interaction and delivering a personalized experience to each individual. Personalization combined is what each customer needs in order to truly feel valued and demonstrates that we truly understand how to meet their needs.”      

                                                                                    –Larry Augustin, CEO of SugarCRM

 

“While companies can resolve many customer service interactions via other channels, they often need to ‘talk it out’ when it comes to issues like closing an account, booking a multi-city set of flights, or explaining a smart meter bill. As voice increasingly becomes an escalation channel for more complex customer service interactions, the ability for organizations to seamlessly add affordable phone support right alongside other support channels creates an opportunity to build positive customer relationships. This is very difficult to do with “siloed” solutions for each channel.”

                                                                                                                                 -Zendesk

“A lot of people may think it’s strange that an Internet company would be so focused on the telephone when only about 5% of our sales happen by phone. But what we’ve found is that on average, our customers telephone us at lease one at some point, and if we handle the call well, we have an opportunity to create an emotional impact and a lasting memory.”

                                                                                                  –Tony Hsieh, CEO of Zappos

Source: http://blog.3clogic.com/is-the-call-center-agent-doomed-for-extinction

Publish Date: April 8, 2016


2021 Buyers Guide Certification

 
1.) 
CNCBA 4PS

Contact center quality assurance training and certification
 



View more from 3CLogic

Recent Blog Posts:
How to make voice analytics your competitive advantage today and the future.October 9, 2018
How to Build a Natively Integrated Call Center in ServiceNowJune 14, 2018
The “New” ServiceNow® Knowledge18 Highlights and Key TakeawaysMay 19, 2018
Mobile Trends Shaping the Future of Customer ServiceDecember 27, 2016
5 Things You Can’t Miss at SugarCon 2016June 9, 2016
6 Ways to Boost Sales in SugarCRMJune 3, 2016
Customer Service Management for Today’s Enterprise Business: Merging “Old” with “New”May 6, 2016
Top 5 Key Findings From CCIQ’s “Contact Center Technology” ReportApril 29, 2016
3CLogic Scores High Marks on GetApp’s Call Center Rankings for Sixth Consecutive QuarterApril 22, 2016
How to know it's time to create a contact center for your companyApril 15, 2016

About us - in 60 seconds!

Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 229 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =