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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

 

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, we break down the consumer trends that will reign supreme in 2019 and how businesses can rise to the challenge.

Consumers Expect Brands to Know Their Personal Preferences

Netflix knows that you love British legal dramas starring a strong female lead – and in 2019, that’s okay and not at all creepy. While consumers once looked upon eerily accurate targeted ads with suspicion, they’ve become conditioned to personalized experiences. On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. In fact, consumers have become so accustomed to businesses only shooting relevant messages their way, that 71% of them feel frustrated when their retail experience feels impersonal.

While this expectation may have been created in a retail environment, it doesn’t end there. From dining experiences to consumer service interactions, consumers crave personalization on a subconscious level. If your consumer service agents are working from a one-size-fits-all call flow, consumers will notice, and they’ll likely leave the interaction feeling frustrated. The solution is simple in theory and complex in practice: enable your frontline agents to take the wheel and deliver an authentic experience to every consumer they interact with. This may mean putting less training emphasis on following process and more training emphasis on learning to use all available resources to uncover the ideal resolution for the individual they are interacting with. It may mean recruiting for a higher degree of empathy than you would have five years ago – and/or testing specifically for active listening skills (Are you still prioritizing typing speed in your hiring tests? Hint: Every Millennial and Gen Z on earth can type faster than your average Baby Boomer.)

And then, of course, you need to empower agents to make decisions. As customer service leader Paul R. Jones told us: “It comes down to empowerment and decision-making. My agents know I expect them to make a decision. Bottom line: make a decision that you think will resolve the problem and it’s okay if it’s not the same decision I personally would make… teach them how to improve while simultaneously empowering them to make their own decisions and hold themselves accountable for a customer’s experience.” (Sidebar: Is it possible to effectively test for decision-making capability in the training classroom? That’s a hard yes. You sure can. Get in touch if you want some info on how we do this. We’re recognized as a world leader in testing for applied knowledge in the contact center environment.)

Also read this: Customer Journey Mapping in the Contact Center

or: Secrets to Incredible Customer Service with Paul R. Jones

Consumers Want Brands to Use Their Power for Good and Not Just Profit

No matter which way you cut it – 2019 will be a year of change. Everywhere, people are standing up and using their voice (and their consumer power) to drive the change they want to see. In today’s age, staying neutral on a topic can actually be one of the more polarizing decisions. Silence is deafening, and apathetic brands are sounding alarms in the minds of consumers. In fact, more and more consumers are drawn to legislative brands, or companies that are using their reach to make a difference. Consumers expect the brands they support to be more engaged – that means going beyond an annual charitable donation or community service day. Brands need to be comfortable rubbing some of their customers the wrong way, in favor of forging even stronger bonds with those who stick around. In 2018, Nike gave us all a master class in taking a stand.

Your company’s commitment to making a difference needs to be engrained in your frontline agents. From social media, online chats, emails, and phone calls – they’ll be the ones inundated with concerned and hyper-vigilant consumers holding your company accountable at every turn. How your brand responds to these concerns can be a high-stakes, make-or-break situation. Again, in our opinion, it comes down to recruiting and training. In an outsourced solution, you need to be sure your partner (or prospective partner) is truly capable of adopting your brand and brand voice. Your agents have to be living and breathing your brand values on the frontline.  Get the agent profile right, and your outsourcer will be starting from a position of strength with agents who naturally align with your brand and values. Get the training right, and agents are operating from a position of strength – knowing how to put those values into action for your customer and for your brand. Check out this guide if you’re interested in the “how to.”

Instant Gratification is the New Normal

A 24-hour email service level is almost laughable to a Millennial or Gen Z consumer. They want their resolution and they want it now, by chat or social media preferably.

Continuous connectivity has accustomed all of us to expect immediate gratification – and “consumer unrest” is mounting. People are no longer satisfied operating by a business’s playbook; they want businesses to operate by theirs. Consumers facing an issue aren’t interested in waiting days (hours?) for a fix and they aren’t looking to compromise. To some extent, this mindset is a product of businesses continuously attempting to outshine their competitors by providing customers with better, faster service. Now, there’s no turning back.

If there is one group of people that bear the brunt of consumer unrest, it’s contact center agents. Although they’re not strangers to de-escalating situations and calming frustrated customers, communicating with empathy is critical in 2019. In training, agents need to understand that anger is an expected step in the customer journey, and by remaining calm, transparent, and understanding – single call resolution is possible. Again, this also requires your business to give your customer service team the power to make decisions on the fly.

Also read this: Can You Train Contact Center Agents in Empathy?

and: How Does Customer Experience Impact Angry Customers?

Consumers are Hungry for Honesty

Consumers have learned to be skeptical. We’re constantly navigating minefields of data misuse, fake reviews of products, and top-secret algorithms controlling our digital ecosystems. In a world built upon interactions where consumers are viewed as a commodity, people just want honesty. If they feel like just another cog in the wheel, they’ll leave – like 37% of people do after just one negative customer service experience.

In 2019, technology should support your team’s ability to make an impact, not attempt to do the job for them. By breaking down the smoke and mirrors and fostering real connections between your customer base and your customer service teams, your businesses’ reputation can soar. In 2019, you’ll see AI being leveraged to enhance the relationship between consumer and brand. Those seeking to leverage AI for the sole purpose of driving cost out of their business will be left in the wake of those seeking to delight consumers with elegant and easy access to support.  If you’re going to RFP for an outsourced customer care solution in 2019, read this first.

At Blue Ocean, our customer experience solutions are a perfect blend of innovative technology and authentic human connections, giving your customers the level of service they crave. Let’s talk about how we can help!

Source: https://blueocean.ca/consumer-trends-will-impact-customer-experience-strategy/

Publish Date: January 22, 2019 5:00 AM


2020 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

9.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

10.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

11.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

12.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

13.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

14.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

15.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

16.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

17.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

18.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

19.) 
InfoCision

Over nearly 4 decades, InfoCision’s passion for performance and proven results have driven an evolution to become much more than a contact center. Leverage our contact center resources, or we can help your internal center become more efficient and effective.

We are interaction experts committed to delivering superior customer experience and KPIs, while simultaneously reducing overhead, increasing return on investment, saving time, and minimizing risk. Our people and technology help your brand thrive with 24-7-365 support (phone, chat, email, text, social media monitoring etc.), Level 1 PCI compliance, and a complete, customizable suite of enhancements for internal customer care organizat...
(read more)
PH: 330-670-5817

20.) 
ITM Marketing, Inc.

Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!

Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.

PH: 330-878-1700
 
Page: 12



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