Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are they providing a great, seamless, always-on experience? If not, customer loyalty and long-term revenues will be impacted—and it will be increasingly difficult for your business to keep up with, let alone beat, the competition.
A modern contact center should engage customers via their channel of choice; leverage all employees, not just agents, to deliver customized engagements; optimize experiences to increase loyalty, sales and revenues; and make the customer journey priority number-one for all employees. This involves not just new technology, but also a new approach: one that is clear, agile and authentic, so that you can respond to your customers where they live—online, on mobile devices, via voice or right in front of you. Smart companies are also involving back-office employees in the customer interaction itself, to share their expertise and create a more effective experience. This requires giving them the tools they need to support agents and managers any time their input would be helpful—and then capturing those engagements for review and training in the future.
To do all this, you need a modern customer engagement solution that supports an integrated view of all interaction channels, including social and mobile, as well as data analytics and integration with CRM and other back-end systems; and which tracks every customer interaction, starting with marketing and sales, moving through customer service and support, and on to retention. To enable this approach, many companies are embracing the cloud for the benefits it can deliver: faster deployment, fixed monthly costs, scalability, flexibility, built-in management and support, and the ability to access new applications, features and functions as soon as they are needed.
When companies are considering a new investment in the contact center, we at Frost & Sullivan recommend they focus on several key elements:
For more on how you can jump-start your contact center for this year and beyond, read the new Frost & Sullivan whitepaper, Rethinking Your Contact Center: How to Engage the Modern Customer.
Check out the webinar to hear 8x8 and Frost & Sullivan talk best practices with customer examples.
Publish Date: March 23, 2017 5:00 AM
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
Award-winning PCI compliance phone and multi-channel payment application.
PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
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