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Guest Blog: Five important trends impacting customer service today and into 2019 - Calabrio - ContactCenterWorld.com Blog

Guest Blog: Five important trends impacting customer service today and into 2019

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Pelorus Associates has authored comprehensive market research reports on workforce management software since 2011. Our latest report, 2018 World Market for Workforce Management Systems, examines 30 individual trends affecting business and customer service.  Here are five trends that we believe will continue to have a broad impact on contact center management practices and technology deployment.

1. Declining brand loyalty

If you think you’re getting a little more love from your bank, you might be correct. Big banks and, to an even greater degree, the smaller community banks, are listening to their customers and trying a little harder to dissuade you from wandering off to their competitors.


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Customer retention strategies are most vital for products and services that involve frequent repeat buying. Successful customer retention initiatives benefit the firm in two important ways.  One is increasing the lifetime value of a customer.  The other is increasing the likelihood of up-selling or cross-selling to existing long-term customers.  These individuals have built trust in your company and will be more receptive to offers that provide greater value and higher revenue.

2. Pending labor shortages

United States unemployment dropped to 3.7 percent in September 2018. Unemployment has also been sharply declining for European Union nations since 2013. Job seekers have more options today and this is certain to exacerbate the already difficult job of recruiting and retaining qualified customer service representatives.   Management must strive for a collaborative and even fun workplace and review recruitment and compensation practices to be more competitive with other job opportunities. Agent software must be easy to learn and easy-to-use.

3. Growing complexity

In 1917 Danish mathematician A.K. Erlang developed a model for predicting how many circuits the telephone company would need to serve the city of Copenhagen. While useful, the model was designed for a world where the telephone was the only practical way to communicate over distance.

Today’s customer service operations are much more complicated.  Contact centers are expected to operate at peak efficiency 24/7 while achieving multiple and sometimes conflicting goals such as achieving high levels of first contact resolution while keeping handle time down.  Multi-skilled agents must seamlessly communicate in different channels and even different languages. And increasingly “agents” may not be people at all, but computer-generated voices powered by artificial intelligence.

Dr. Erlang could never have anticipated a communications environment like this.  Today and into the future a customer service must deploy modern workforce scheduling and forecasting software that can accommodate this ever-changing and increasingly complex environment.

4. I want it my way

Businesses seeking to win over today’s consumers need to have a thorough understanding of customer preferences and possess the agility to respond faster than their competitors. The same desire for personalization extends to customer service employees who seek more control over their training, schedules, and career growth. Self-service apps provide employees with access to their schedules and include empowerment tools for work-hour preferences and self-assessment via mobile app and all web-based devices.

5. Gig economy

A generation or two ago (depending on your age) it was not unusual for individuals to spend their entire careers at just two or three employers - all in the same industry and often performing the very same or similar jobs. Not so anymore.  “Secure employment” has become an oxymoron.  Economists are now talking about the so-called “gig” economy where workers become Independent contractors that sell their skills on an opportunistic basis.

A study by Intuit predicted that by 2020, 40 percent of American workers would be independent contractors (think Uber). The millennial generation has embraced the gig economy.  Customer service work is ideal because scheduling can often be arranged to accommodate their other part-time “gigs.”   Since this generation virtually sleeps with their smartphones, contact centers must adopt technology with powerful mobile interfaces that permit contract workers to learn about shift opportunities and respond from their smartphones. Workforce management and other customer service applications should be cloud-based to reach potential employees who prefer to work remotely.

With brand loyalty on the wane and the convenience of the Internet for price shopping, delivering a superior customer experience is a major point of competitive differentiation.  As the front door to the enterprise, customer service personnel and technology can greatly influence the quality of the customer experience and consequently the economic health of the organization.  It is very important that companies deploy management practices and leading-edge technology that both anticipates and capitalizes on significant trends.

Head to the full Pelorus Report

Dick Bucci
Founder and Chief Analyst
Pelorus Associates

Source: https://blog.teleopti.com/2018/12/13/guest-blog-five-important-trends-impacting-customer-service-today-and-into-2019/

Publish Date: December 13, 2018 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.

7.) 
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.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
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 Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
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Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

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