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Industry Research : COVID-19 Resets Customer Experience for Organisations

#contactcenterworld

Kinetic Consulting, a consulting company providing consultancy to accelerate growth, optimise costs, and transform business using customer experience practices, has identified a shift in customer experience best practices. A post-COVID 19 study identified that many customer experience professionals are pivoting their focus to address changed customer behaviour due to the crisis. Respondents identified that the single most significant change in customer behaviour had been the shift towards digital for business transactions and support. The report, prepared by Ipsos, identified 88% of CX professionals identified digital as the most significant change in customer behaviour, and more importantly, 79% think that this changed behaviour is likely to remain as a permanent change post-COVID-19.

In response to these changed behaviours and tougher market conditions, many organisations are making investments to elevate their customer experience to differentiate themselves from the competition further. The leading companies are making the necessary investments to ensure their customer experience meets the new expectations of their customers. The study identified that 88% of CX leaders agreed that their organisations would continue to invest in CX as a strategy to outperform the competition.


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The study affirms that many leading organisations are looking to double down on their CX focus in an attempt to differentiate themselves in 2021 and effectively respond to changed customer behaviours, expectations, and a challenging marketplace. The findings of the study should not be a surprise to any CX professional who knows the correlation between customer experience and business success. The question that remains to be answered from the study is what values have specifically changed for people that is linked to their changed behaviours in how they interact with organisations.

"We have sponsored the Empowering CX in the Middle East digital conference this year because it’s never been more critical than now for business professionals to understand how to respond to changing customer behaviours. We hope this conference will provide insights into changing best practices in customer experience management", said CEO of Kinetic Consulting Joe Tawfik.

#contactcenterworld

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


About Kinetic Consulting:
Company LogoKinetic Consulting is a boutique consulting company providing private and public sector clients with the full suite of consulting services to accelerate growth, cost optimisation, and business transformation. We specialise in creating and implementing strategies that can offer organisations the highest impact on their business.
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Today's Tip of the Day - Learn Through Bad Experience

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

Published: Friday, October 23, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
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.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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