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Article : Is Your CX Strategy Ready for The Year Ahead?

Senior Director of Marketing at RingCentral Engage Digital
RingCentral, Inc.
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#contactcenterworld, @ringcentral

Author: Julien Rio, Senior Director of Marketing at RingCentral Engage Digital

The digital transformation of enterprises advanced significantly in 2020. Many of them had to quickly adapt to deploying remote work and, moreover, expand their usage of digital channels.

A contemporary study by McKinsey demonstrates that implementing some core aspects of current working solutions could have saved five years on the adoption of digital tools. In this context, what will be the outcome of these developments in 2021? What trends should you enact now to assist your organization adequately in the future?

1. Fully digital journeys replace physical interactions

The shift to digital experiences has been undertaken for several years in the retail sector. Today, retailers have to distinguish themselves by offering choices to the brick and mortar experience, a position expedited by events in 2020. This trend is further backed by 49 percent of customers who say they buy more online since the start of the health crisis.

Systems such as click & collect, previously applied by the principal retail players, are expanding to all industries. Shop journeys are planned and concentrate on the customer experience, often through a team member.

Therefore, digital can assist the sales teams in physical stores. This performs a pivotal role in aiding sales staff in-store. Mainly since the rise of digital interactions is set to increase by 40 percent in 2021, according to Forrester. To anticipate this increase, organizations must adopt the channels their customers use and love, and for their agents managing them, the tools to manage channels with ease and frictionless effort.

2. Flexibility is a fundamental

Contact center flexibility is a vital specification of a successful customer experience. At the beginning of 2020, businesses had to swiftly deploy solutions for working remotely to sustain a level of flow.

For enterprises with digital maturity, it was easy. But more difficult for others who had not yet fully developed digital systems.

Companies relying mainly on the cloud were able to handle this transition quickly. At the same time, those with on-site solutions encountered severe obstacles, in particular, due to the need for physical hardware.

This year, the versatility to be available to customers and satisfy their expectations becomes indispensable to standing out. Therefore, companies should embrace adaptable strategies empowering them to accommodate changes.

The use of comprehensive technologies offers flexibility and can combine the innovations of tomorrow with company fundamentals.

3. Asynchronous communications proceed to grow

The rate at which asynchronous interactions for customer service continues to grow is phenomenal. Channels such as Facebook Messenger and Instagram have seen daily conversations increase by 40% amongst customers and businesses.

Also, with 2 billion users on WhatsApp and 1.2 billion on Messenger, consumers’ attitudes change and encourage the increased use of these messaging apps throughout the customer journey.

GAFAs continue to support this shift to asynchronous, by promoting the messaging activity. For example, Google began the rollout of Business Messages, allowing users to message a business preferably rather than making a call and alternately pushing direct messaging.

Globally, there have been peaks in every sector over the past year for customer service queries. With bricks and mortar stores closing temporarily from time to time, it means customers have looked towards digital channels and those that offer the feature of asynchronous messaging.

To meet the expectations of instantaneous favoring customers, fast asynchronous communication is increasingly displacing synchronous channels such as live-chat. In 2021, implementing the best tools to handle these demands and answer within the appropriate timeframe will be imperative.

4. The customer experience by phone is developing further

Digital channels are acclimated to many circumstances and enjoyed by a burgeoning number of customers. Nevertheless, the phone continues to be a profoundly used and necessary channel. It could have been the root of difficulties, essentially, because of queuing or wait times, but the phone sees its methods enhanced thanks to digital.

Call deflection makes it feasible to redirect calls to digital channels when suitable for the customer and the company. It can be proposed before the call, throughout the queue, or during the call. The customer can communicate by telephone when needed and utilize digital when it is more fitting. This exchange of channels can be extended to perform a payment or collect necessary information (order tracking, price, etc.) promptly via digital channels, without idling time.

Automation and digital make it possible to reduce call volumes and provide much faster answers. Agents are less constrained by resolution time goals and can provide better service. In 2021, the call deflection approach will be more widely adopted to support the transition of telephone interactions to digital.

5 The best balance between human and automation

Artificial Intelligence is a significant trend that has been unfolding for many years. We are presently at a high-level where use cases are becoming further relevant and no longer diminishing the customer experience.

Companies have increasingly identified the most fitting cases for chatbots. They have ascertained more enhanced collaboration among chatbots and agents, which can free up time to concentrate on demands with greater added value.

Customers have become more and more used to this technology and see it less negatively than before. According to an Uberall study, 80% of people who interacted with a chatbot had an excellent experience. The main benefit they see is being able to get responses around the clock. In 2021, companies will continue to rely on the complementarity between agents and chatbots to simplify the customer experience.

6. The integration of Customer Service and Unified Communications tools enhances CX

Every day, customer service agents can be faced with barriers that depreciate their effectiveness and influence the customer experience. Agents can lose up to an hour a day shifting between tools, and 73% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service.

Employee satisfaction also has a meaningful impact on customer service. By providing agents with the best tools, they can interact seamlessly with the team through different modes (team messaging, video, and phone) to receive the information they require and resolve customer requests quicker and more efficiently.

The adoption of unified communications tools even more likely and necessary since the extended use of remote working. This axis should be an inclination for companies planning to advance their customer relations in 2021.

Digital will remain a central point in the customer experience into 2021. Thanks to the growth of automation to support agents and the generalization of new forms of exchange, organizations will be capable of putting people back at the center of the customer experience, to sustain a strong link with customers.

#contactcenterworld, @ringcentral


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Today's Tip of the Day - Ask How Can I Help..

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Published: Wednesday, February 24, 2021

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
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 Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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