In the contact centre, the customer journey is everything. Every potential point of interaction must be carefully considered, with systems and processes established to maximise the chances of a fast, satisfactory resolution.
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It's often said that "You don't know what you don't know". This is especially true in the modern contact centre, where a range of different customer interactions are taking place on a near-constant basis, across a growing range of different channels. It might be tempting for managers to assume that if they aren't having any problems presented to them, everything is running perfectly.
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Customer service is in the middle of a deeply transformative period. Regular readers of this blog will already be familiar with the role AI has to play in this journey, and the way technologies like machine learning and Natural Language Processing (NLP) are transforming the customer experience.
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With the flexible office model slowly but surely supplanting the traditional working environments in favour of dynamic co-working spaces for a number of years now, we have seen many organisations reconsider the way they think about commercial real estate.
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The current global stay at home policy has fundamentally changed how we all work. Many around the world have become accustomed to the daily use of teleconferencing tools, instant messaging platforms and shared documents hosted in the Cloud.
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Twitter, WhatsApp and other means of consumer service technology are becoming part and parcel of communicating at work alongside Unified Communications (UC) technologies. As a result, the boundaries between our work and personal lives are becoming increasingly blurred.
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Although 'agile' has become a hype word, it is an important concept that organisations should strive to achieve in a world of continuous change and uncertainty. Being agile enables organisations to be more adaptive and reactive to the changing market, allowing them to respond quickly to customers' demands to keep a competitive edge.
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