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News : Customer Experience (CX) Trends with Business Impact for 2020

#contactcenterworld, @teamhgs

Chicago, IL, USA, Jan, 2020 -- Each year, HGS publishes a list of top customer experience (CX) trends—an on-the-ground forecast of what consumers are demanding in terms of their customer service experiences, and what brands have to deliver in order to stay competitive in the new year. HGS is honored to build this list in partnership with a group of industry thought leaders for this year's predictions. The participating brands, analysts, and consultants who contributed their insights and experiences to this year's panel include: Ember Group, DXL Big+Tall Men's Apparel, NelsonHall, Ryan Advisory, Execs in the Know, Frost & Sullivan, HFS Research, and Funai Corporation.

After the final list was compiled, the key learning was clear; as the CX industry undergoes transformation driven by technology, innovation and consumer demand, to succeed brands must find the balance between enabling great CX and directing capital, time and attention to competing priorities.

The HGS 2020 CX trend ebook highlights the top ten trends, covering topics related to contact center operations, challenges and strategic priorities for the coming year.

Here's a quick look at three of the biggest trends in customer experience, according to the expert opinions shared in the 2020 HGS CX trends report:

Trend 1: CX Economic Maturity - The Focus is Shifting from "Why CX?" to "How Much?"
The economics of good (versus bad) service are becoming clearer, quantifiable and irrefutable.

Mike Havard, Director, Ember Group

Trend 2: Customer Data Platforms & Journey Analytics for a 360-Degree View
In 2020, winning brands will invest in a technology stack based on a strategy that optimizes personalization, and it starts with understanding the customer.

Laura Cicchelli, Vice President, CRM & Analytics, DXL Big+Tall Men's Apparel

Trend 3: AI & Automation That Enhance Live Advisor Support…Without Comprising CX
AI and machine learning technology can enhance live advisor support and help overcome the industry-wide problem of costly, high labor attrition due to mundane, repetitive tasks.

Ivan Kotzev, Lead Analyst, Customer Experience (CX) Services, NelsonHall

#contactcenterworld, @teamhgs

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About Hinduja Global Solutions Ltd.:
Company LogoA global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
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Today's Tip of the Day - The 3 L’s

Read today's tip or listen to it on podcast.

Published: Monday, January 13, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
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

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
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)
PH: 1+480-435-9390
 

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