Smart investments in the right contact center
technologies prove critical for maintaining and
improving the Customer Experience.
Our research indicates that customers are quite willing to embrace contact
center chat technologies as long as the process can quickly, efficiently, and
consistently solve their issues.
Interactive Voice Response (IVR) technology is a solution that presents
infinite possibility for improving the overall Customer Experience, routing
calls efficiently, reducing hold times, and connecting customers to the right
contact center associates the first time around. The key to making this all
work--and where we almost always see it go awry--is in its initial set up and
configuration. Put simply, poor IVR implementation can wreak havoc on the
Customer Experience.
Automatic Callback is another technology that has been highly touted for its
potential to improve contact center wait times and provide a better
Customer Experience. Its success hinges on its reliability and that your
customers trust that it works.
The State of Customer Service Experience
Investments in Technology
These foundational technology systems should be
complimented by a host of new and emerging
contact center technologies, including AI and
machine learning, chatbots, virtual assistants and
voice, among others.