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News : 70% Of Industry Professionals Believe Immersive CX Will Become A Mainstream Support Channel By 2028

#contactcenterworld, @cgchirp

Research by Content Guru has revealed over two-thirds of CX industry professionals see virtual interactions joining traditional and digital methods as a recognised front-line support channel by 2028.

In the more immediate future, 63% of event attendees surveyed believe AI is set to be the technology that defines the CX industry in 2023; with personalisation (46%) and digital channels (37%) also leading the way. When focusing on expected challenges, respondents highlighted that agent recruitment (63%) and attrition (47%) will be amongst the top challenges. CX providers will be working hard to provide the best environment for agents to thrive in. The workstyle will likely continue to include remote and hybrid options, as nearly 9 in 10 (88%) of industry professionals support remote working options for contact centre employees.

The proliferation of digital channels will continue in 2023, but over half of respondents (54%) believe that digital integrations are going to be a common pain point for organisations delivering CX. Digital interactions create valuable data that can be analysed and actioned, but 56% admitted they don’t think their organisation uses customer data to the best of its potential.

Martin Taylor, Deputy CEO at Content Guru, commented: "With virtual environments receiving billions of dollars in investment, it is clear to see why expectations for immersive CX are high. The hyper-personalised environments displayed in virtual reality will connect businesses with consumers, catapulting humanity, and in-turn CX, into a new digital realm. However, time will tell how successful the mainstream adoption of virtual environments will be. The immense capabilities of AI meant it was a key theme of the discussions we had at the Call & Contact Centre Expo, and it’s no surprise industry professionals see AI as defining the CX industry in the coming period. Brands must ensure they have the technical capabilities to reap the benefits of AI. If they tap into AI’s potential successfully, features such as conversational machine agents and semantic voice analysis with enhance organisations’ CX, whilst cutting down on repetitive and monotonous agent tasks that drive frustration and agent attrition."

*Research was carried out at Call & Contact Centre Expo in London across 22nd and 23rd November 2022. The data points represent insights from 57 CX industry professionals surveyed at the event by Content Guru.

#contactcenterworld, @cgchirp

 


About Content Guru:
Company LogoContent Guru is a global provider in cloud communications solutions. We deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the 𝘀𝘁𝗼𝗿𝗺® platform. 𝘀𝘁𝗼𝗿𝗺 Customer Engagement and Experience platform brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
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Today's Tip of the Day - Let Your Agents Do the Talking

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

Published: Tuesday, December 13, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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