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News : Pandemic Shakes Up Contact Centers With New Demands

#contactcenterworld, @isg_news

Enterprises worldwide are partnering with service providers to adapt contact center operations to new work modes and customer behaviors in the wake of the COVID-19 pandemic, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global technology research and advisory firm.

The 2022 ISG Provider Lens™ Contact Center — Customer Experience Services global report finds the pandemic has increased demand for digital customer experience (CX), leading to significant growth in contact center services outsourcing. Companies are moving contact center operations to the cloud, adopting new technologies and making better use of data to remain competitive as requirements change.

"The online shift during the pandemic shook up how consumers engage with brands and how contact centers work," said Scott Furlong, partner and leader of ISG Global Business Services. "Once consumers experience and like a different engagement model, they are unlikely to want to go back. This creates new demands on the entire CX ecosystem."

Enterprises are taking a cloud-first approach for many reasons, including having the agility to respond to future crises, the report says. AI is playing a growing role in contact centers, especially in the form of bots for automated customer service. Analytics tools are transforming both employee and customer experience, making more knowledge available as customers talk with agents. Companies are even finding use cases for the metaverse, which ISG predicts will cause a major change in customer and employee experiences.

As more consumers reach out to enterprises digitally, companies are finding they need to engage with customers on a growing range of platforms, the report says. For example, while some generations still prefer voice calls, many younger consumers call out brands on social media and expect quick responses.

"Enterprises need to offer omnichannel experiences that follow customers from one channel to the next," said Jan Erik Aase, partner and global provider, ISG Provider Lens Research. "Service providers can help them turn social media into a platform for support and engagement, with analytics to gauge customer sentiment."

After being disrupted by the pandemic, contact center operating models have changed for good, ISG says. Providers are offering more flexible working conditions, including remote and hybrid work modes, contracting and gig work, to attract and retain talent in a tight labor market with high attrition. The new flexibility is expected to help contact centers scale operations up or down based on current needs and maintain business continuity in the event of disruptions.

The report also explores other global trends in contact center customer experience, including the rise in nearshore centers and the growing need for security measures with remote work.

#contactcenterworld, @isg_news

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About ISG-One:
Company LogoISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning
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Today's Tip of the Day - Choosing a Vendor

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

Published: Friday, October 21, 2022

Printer Friendly Version Printer friendly version

2024 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.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(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.
 

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