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.

Are You Ready for the Future of Customer Service? - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

Are You Ready for the Future of Customer Service?

 

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.

Digital disruption and shifting customer habits are impacting customer service on a micro and a macro level every day. In the blink of an eye, processes are suddenly obsolete, overtaken by new expectations, strategies, and best practices. Navigating this shifting landscape is challenging and investment in the latest and greatest systems and tools can impact your bottom line.  In this environment, partnering with a solid outsourced contact center partner can be the best decision you can make. The key is to find a true strategic partner who you trust to stay ahead of the customer experience curve. Below we explore what you should be looking for.

The Balance Between Man and Machine

More and more customer interactions are happening without any human interaction at all. Thanks to advancements in AI and machine learning, chatbots and other Tier Zero customer service solutions are a great way to handle basic, high-volume customer care interactions on a 24/7/365 basis. The best contact center partner will already be implementing automation in their customer care solutions for support scenarios where it makes sense.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

However, it’s not as simple as migrating processes over to shiny new technology. The right partner understands exactly what clients’ customers expect from these digital tools. In particular, though personalization is a hot topic and creating a unique experience might be the trendy thing to do, the PwC survey reveals that 80% of American consumers prioritize speed, convenience, knowledgeable help and friendly service above all other elements of customer service. And it goes without saying that contact center tech tools have to work seamlessly without fail; customers will rarely even notice the technology you’re using unless it breaks down on them. Knowing how technology fits into the big picture of customer care is critical to the success of your outsourced partnership.

There’s a caveat to all this, of course. Automation through AI-driven technologies will never replace the need for human contact center agents. A chatbot can handle transactional care, but for complex, high-risk situations or when things have gone sideways with the chatbot, you need empowered, capable humans to rescue your customer with a sophisticated, empathetic approach. Your outsourced partner must be prepared for what this looks like in practice. Hiring, training, and management are going to look very different for this level of service. When you’re seeking a contact center outsourcer, make sure you understand how a potential vendor balances their environment between human and machine. A seamless elegant transition between the two has to be part of your architecture.

The Future of the Contact Center Agent Workforce

The impact of automation and other AI-driven technologies on human agents cannot be ignored. Automating transactional interactions means that agents will primarily be handling more complicated customer care scenarios, and the hiring profile for the right agent must be adjusted accordingly. Communication, problem-solving, and empathy are essential skills. On top of that, the base requirement for technical aptitude in a contact center agent is increasing; even for straight-up customer service scenarios, like supporting an eComm retail customer, for instance, tools and tech interfaces are highly sophisticated. Your agents need the tech chops to be able to maximize effectiveness and create a smooth journey for the customer. Be aware of how a potential contact center partner is evolving their hiring processes and training processes in tandem with customer trends.

Outside of contact center agents, a partner who is prepared for the future will understand how new roles such as data analysts and programmers fit into their workforce strategy. Jobs like these will position the company for a seamless technical transition as the landscape continues to evolve.

Finally, find a contact center partner who is already familiar with hiring, training, and managing remote agents – using technology to create a robust employee experience while leveraging all the benefits (scalability/flexibility) of a remote workforce.

A Robust Technical Infrastructure

Even if a potential contact center partner hasn’t implemented specific AI, automation, or Tier Zero tools yet, they should be positioned to do so as your needs evolve. Ask your potential partners about their technology platform and ensure they can deliver maximum flexibility as you add channels and tools and new solutions. Find out before you sign with a new partner what the cost implications of introducing new channels/tools/solutions might be. Ask about upgrade schedules and future plans for launching new digital solutions to be sure their technology roadmap aligns with your vision of future offerings.

Getting Ahead of the Curve for the Future of Customer Service

Choosing to partner with an outsourced contact center who has their ducks in a row is a no-brainer. But digging deeper to find out if those ducks will still be lined up three to five years from now is an even more important – and often forgotten – detail.

There’s no argument that the world of customer service is evolving at an unprecedented speed. Staying ahead of the curve is going to take work, but when you partner with the right outsourcer, you can entrust that work to someone else and take the burden off your shoulders.

Ready to take your customer care solution to the next level? Let us know how we can help!

Source: https://blueocean.ca/are-you-ready-for-the-future-of-customer-service/

Publish Date: August 30, 2018


2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from Blue Ocean Contact Centers

Recent Blog Posts:
What Happens to Customer Service When Unemployment Hits Historic Lows?July 3, 2019
Keep Your Contact Center in North America Without Breaking the BankJune 24, 2019
Oh, the Places You’ll Go: The 4 Contact Center Location ConsiderationsJune 13, 2019
Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center VisitsMay 29, 2019
Up Where Expectations Soar: Customer Care in the Age of EntitlementApril 15, 2019
How to Engage Gen Z in the Contact CenterMarch 26, 2019
Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer ServiceFebruary 26, 2019
Empowering Your Team to Deliver Kick-Ass Customer ExperienceFebruary 25, 2019
Are You Using 1999 Metrics to Measure 2019 Customer Care?February 7, 2019
Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?January 22, 2019

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
 5755 
Showing 1 - 1 of 5 items

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 =