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go digital by designAccording to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Autonomous Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels. What’s more, according to the research, four out of five participating organizations clearly recognize Customer Experience as being their number one competitive differentiator.

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Introduction

Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform.

go digital by designTo some executives ‘going digital’ means it’s all about new technologies, driving down costs, increasing efficiencies and ultimately, driving the bottom-line. For others, digital clearly means a new way of engaging with customers whilst for others, digital represents a significant revolution; a totally new way of doing business or, for that matter, simply staying in business.

dont dis digital channelsThe authoritative 2016 Dimension Data Global Contact Centre Benchmarking Report highlights that 82.5% of surveyed organizations recognize – at an executive level – that Customer Experience (Cx) is unquestionably a key differentiator and the driving force powering digital transformation strategies and implementations. The report also details the top twelve technology trends in the customer service and contact center sector. The table makes fascinating reading. Note that ‘Migration of traffic from voice to digital channels’ is ranked third overall in terms of boardroom priorities.

The future of customer service, is no service. It is said that in a few years’ time, about 85% of all customer relationships, customer interactions, will be managed without having to speak to a human. Now we know that today we are far away from that future state because many larger organizations take millions of calls from customers every week and every month in their call centers.

dont dis digital channelsPerhaps one of the most intriguing findings recently published in the Dimension Data Global Contact Centre Benchmarking Report (GCCBR) is that Customer Experience (Cx) is finally being cited as the primary reason for organizations’ strategic development, investment and deployment of digital channels and solutions. In previous years, cost reduction was the primary motivator.

So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?" There's the digital side that's responsible for the web and mobile app, and then there's the voice side that's responsible for the IVR and the natural language. And unfortunately, it's like these are two separate groups, and they develop their own solutions, and when they do, they leave customers with a very disconnected and, frankly, a very different experience based on which one they engage in.

Avoid Digital Highway to HellThere is no longer any doubt that the clear majority of customers in most developed geographies are strongly leaning towards a preference for self-service and the utilization of digital channels. As a consequence, many organizations are scrambling to deploy a plethora of what are seen to be ‘quick-fix’ digital offerings in a parallel quest to both increase customer satisfaction while simultaneously reducing operational costs. And herein lies the danger; taking the on-ramp to the digital highway at great speed and with scant regard for the actual journey, the consequences or, for that matter, the final destination.

The Robots are coming for our jobs!

There’s been a lot of recent alarmist press about robots and automation that feeds into the dystopian point of view so prevalent in popular culture these days. Rather than zombies and killer viruses we’re looking at the era of smart machines, drones, autonomous cars, and even self-service kiosks at McDonald’s now dispensing all you can eat fries in some markets – now that’s something to worry about!

Jacada Webinar OmnichannelIn December, I had 100+ interactions with 2 different airlines as I tried to track 5 pieces of family luggage that had gone missing during an international trip. As I told my story, over and over again, oh how I wished that the airlines and agents involved had a sense of my customer journey and were able to pick up from the last call and not start all over. And that the website reflected the latest information that I had given an agent. And that the baggage people at the airport were empowered to text me when they had found the luggage.

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