#contactcenterworld, @talkdesk
Talkdesk(R), Inc., a global customer experience provider for customer-obsessed companies, published the latest Talkdesk Research™ report, "The future of customer loyalty." The report finds that loyalty is being disrupted as consumers rethink their relationships with companies. Although loyalty today is primarily driven by companies’ ability to resolve customer issues on first contact, it will increasingly be shaped by how effectively customer service represents the company in a broader social context.
The pandemic’s disruption to the traditional stability of consumer loyalty has created new opportunities for companies to gain or lose loyal customers. For example, 57 percent of consumers agree that their loyalty has grown with companies that helped their customers during the pandemic. However, the ensuing supply chain crisis is threatening brand loyalty, as 39 percent of consumers report being more likely to purchase from alternative companies than those they have traditionally been loyal to.
Resolving consumer needs on first contact is still the primary driver of consumer loyalty today. However, that will likely change as younger consumers, who develop loyalty based on a company’s position on social issues, sustainability, and diversity, compel companies to rethink how customer service represents the organization beyond a support context alone. Talkdesk Research shows 46 percent of Gen Z consumers stopped buying from a company in the past year due to the company’s stance on social issues, compared to 35 percent of consumers overall. Fifty-three percent of Gen Z respondents also say they started buying from a company specifically due to the company’s diversity in customer service.
As customer service’s influence grows in building loyalty, the contact center is taking on a new role in driving additional revenue through customer engagement. More than two thirds (67 percent) of organizations report that their contact center is transforming – or has already been transformed – into a profit center.
"This new year, consider a resolution to revisit how the contact center fits into your organization’s consumer loyalty strategy. The role of the contact center has transcended beyond basic customer support to addressing broader questions of central importance to many," said David Gardner, vice president of research and insights, Talkdesk. "This means the role of agents will have to evolve to become a central part of customer loyalty and shift to performing more proactive and thoughtful engagement."
In this new context, the role of agents will be elevated to brand ambassadors who are able to deeply understand and proactively respond to consumer needs. By 2025, 98 percent of organizations plan to implement some level of proactive customer engagement in the contact center. Strong employee engagement and retention strategies and investments will be key to ensuring the success of these efforts.
#contactcenterworld, @talkdesk
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Talkdesk:
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Wednesday, December 15, 2021
4.) | PEC Telecom Virtual Phone Numbers (DID) and Business VoIP Phone Service Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed. DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from... (read more) |
5.) | Pointel Voice Self Service Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice... (read more) |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall