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3 Big Trends for Customer Service in 2018 - STARTEK - ContactCenterWorld.com Blog

3 Big Trends for Customer Service in 2018

It’s that time of year, where we dust off the old crystal ball and peer into it to see what’s coming in the near future. Are you ready for what’s headed our way in 2018 in the world of customer care?

We’re seeing three major trends taking shape.

Trend #1: Re-humanization of the customer experience and the engagement center

In 2018, we’re headed back to the future. That is, we’re seeing a return to a more personalized, humanized approach to customer care. While over the past decade, the pendulum swung in the direction of new technology that improved productivity, efficiency, and convenience, it’s now swinging back to the human side of the equation. Supported and improved by the technology gains we’ve made, in 2018, authentic human conversation will once again be valued as an essential component of customer relationships.

This goes for the engagement (contact) center as well. It’s time to re-humanize what we’ve de-humanized in the engagement center. At a time when the attrition problem is more intractable than ever, we need to translate the nature of engagement center work into something intrinsically valuable to the engagement specialist (agent). We see this happening by focusing on the human conversation—empowering engagement specialists to create spontaneous interactions that build rapport, trust, and job satisfaction.

Consumers want human interaction

When asked about potential customer service contacts either online or by phone, 85 percent of survey respondents say they prefer a customer service representative versus a chatbot/AI or IVR (interactive voice recognition) experience.

Source: STARTEK U.S. Customer Engagement Survey, 2017

Trend #2: Artificial intelligence that determines when humans are needed

So far we’ve seen artificial intelligence (AI), primarily in the form of chatbots, start to make in-roads for self-service, delivering convenient assistance to customers for simple transactions. However, while AI-driven software may be “smart” enough to take over more challenging interactions, the greater opportunity in 2018 is to use AI to determine when a human is needed for an interaction. Instead of investing significant dollars in trying to solve everything without a human, savvy companies in 2018 will use AI to better understand when to use authentic human conversation to greatest effect to engage with customers.

Trend #3: Data that helps businesses understand their human customers

Engagement centers collect massive amounts of data every day about customers, but companies haven’t done a great job of taking advantage of it. In 2018, we see that changing as more companies begin to deeply analyze the treasure trove of engagement center data to better understand what their customers are thinking, the experiences they are having, and the way they want to interact with brands. They can then use this insight to improve both self-service and human interactions.

Learn more from our Chief Science Officer Dr. Jim Keaten

Source: http://www.startek.com/news/3-trends-customer-service-2018

Publish Date: November 16, 2017 5:00 AM


2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
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)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



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