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Industry Research : Businesses Move to Combat Waning Customer Loyalty with Pre-Emptive Service Technology, Says Pega Study

#contactcenterworld, @pega

Business leaders are doubling down on pre-emptive customer service technology to help meet the demands of less loyal and more digital savvy customers, according to new research by Pegasystems Inc. (NASDAQ: PEGA), a low-code platform provider that builds agility into organizations. The global study, conducted by research firm iResearch, surveyed leaders from 11 countries in the Americas, Europe, and Asia-Pacific for their thoughts on the evolution of customer service over the next five years.

The survey found that pre-emptive customer service technology is becoming a must-have for businesses who are committed to meeting the needs of their customers. Nearly two thirds (65%) of respondents said that perfectly anticipating customer needs and solving them before they feel the need to reach out was one of their primary goals over the next five years, while more than half (54%) said their biggest customer service challenge was moving from reactive to pro-active and pre-emptive customer service. Meanwhile, nearly one-third (32%) said they expect customer service to become more anticipatory than reactive within that same period as a result.

The findings underline a shift towards customer-centric technology as the solution to the challenges posed by more demanding, digital-savvy customers. Eighty percent of respondents said deploying customer service technology to improve efficiency was one of their most important priorities over the next five years. Meanwhile, more than half (55%) cited a lack of investment in new technologies that can help them to meet growing customer expectations as among the top three technology customer service challenges they face.

Perhaps the biggest driver of this race towards more pre-emptive, customer-centric technologies over the coming years is that customer loyalty is expected to fall sharply as customers continue to evolve. More than half (55%) of respondents felt that over the next five years, businesses will become increasingly likely to completely lose customers if they deliver a poor customer experience. As a result, organizations are scrambling to stay one step ahead of their competitors by investing in customer service software.

The study also identified several changes to the way customer service will look over the next five years.

These include:

The customer of the future is changing: Customers are increasingly becoming digital-first, and more than half (54%) of respondents said that customers will expect consistent service across all channels over the next five years. In short, customers will expect faster, more personalized, and proactive service from the companies they do business with – and businesses will need to react accordingly.

AI could save the day: Advanced software such as artificial intelligence could help organizations tackle some of the biggest barriers to improving their customer service: for example, 63% cited being able to prioritize customer-centric experiences as their biggest challenge, while more than half (60%) admitted that they struggled to demonstrate empathy and humanity to customers. Today, AI and machine learning is the leading technology in terms of budget allocation for customer service digital transformation projects (58% selected it as the primary target for their spending) – and we could see the fruits of that investment in the coming years.

Contact centers will get a major tech upgrade: Customer service organizations are increasingly under pressure to reduce contact center costs in the next five years. That means the contact center of the future will require fewer agents. However, live agents aren't totally going away. Two thirds (66%) of respondents identified using dynamic, AI-powered technologies that help agents make decisions quickly and work more efficiently as a priority.

Quotes & Commentary:

"The entire customer service landscape is changing," said James Dodkins, customer service evangelist, Pega. "Where once it might have been enough to react to customers and their concerns, tomorrow's successful businesses know that they will need to pre-empt them and take action before they become an issue."

"Organizations know that unless they adapt accordingly, they will be left behind by competitors who are willing to give customers what they need, when they need it and, increasingly, before they even know they need it. That's the brave new world of customer service, and the willingness to rapidly invest and adopt technologies like artificial intelligence, intelligent automation, real-time decisioning, and predictive analytics could be the difference between success and failure for organizations in the years to come."

#contactcenterworld, @pega

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


About Pegasystems:
Company LogoPegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
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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: Wednesday, October 26, 2022

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2024 Buyers Guide Inbound Call Handling Services

 
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Call Center Studio

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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.


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All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
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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...
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Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

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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.

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Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

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WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
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