consistent cx stressed out workforceCorporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business.

5 ways AI helps call centersIt’s fair to say COVID-19 has changed the way businesses operate. Compare everyday life today with your daily concerns from a month ago. The difference is pretty stark.  

Like everyone else, call centers have been reeling from the aftermath of the coronavirus. Paul Stockford, National Association of Call Centers Research Director, raised concerns about what he called a “pretty high” risk of exposure in those working environments. It’s not difficult to see why experts like Stockford are so worried: contact centers manage a large workforce sitting in close quarters. Not to mention, agents often share their work surfaces with employees from different shifts. 

digital self service secures customer data mainHow do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. 

Overcoming security and privacy concerns and remaining compliant with governmental regulations requires call centers to walk a tightrope. They need to ensure agents have the tools they need while maintaining customer confidence. Not having the proper tools represents a serious blind spot for companies. Customer service automation addresses both call center and customer concerns.

call center scripting reduces hold times

You make the dreaded phone call. You are placed on hold. 

When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department. 

The next agent asks for your name and the last four numbers of your social security number. The agent places you on hold. Again. And transfers you. Again.

create seamless brand experience websiteIt’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. 

More people today demand always-on support. They expect customer service to be available across all digital channels. And they want support to carry over from one to the other without any gaps.

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ivr 5 benefits call centersAlmost every third person in the world uses a smartphone.  As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. 

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agent scripting software customer experienceImagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect. I've already rebooted the computers and the modem, but still no connection. I’m not sure if it’s due to the thunderstorm in the area.” 

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automating customer serviceDigitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity.

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coronavirus pandemic shufersal call center success

Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization.

Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.  

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call scripting customer loyalty cardConventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer.