“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. We need to find ways to make it better instead of trying to stamp it out. Voice is still the dominant channel in the contact center and will remain so for many years. Lockdown illustrated just how crucial the voice channel is in a digital world. The Voice Channel Strikes Backįor many years, it seemed like technology companies were waging war on the voice channel. Matt Beatty, Executive Vice President of Sales & Marketing at Brightmetrics™ 3.
These optimizations will continue long after the epidemic subsides.” “Sometimes, external factors force us to challenge the status quo of how we’ve delivered CX and run operations. The companies that realize there’s no going back will be ahead of the pack, just as those contact centers who invested in cloud technology before the pandemic found migration a lot easier. Virtual working has many benefits that haven’t even been realized because companies are resisting the change. The investments in infrastructure and new contact center technology to make remote working possible won’t vanish. Even if as little as 30% of agents remain WFH, it’ll still be a significant increase in less than a year. It is HIGHLY unlikely that we will see a return to the contact center in the way that many anticipated at the beginning of the crisis. How do we evolve working from home to make it easier, more secure, and efficient for the business and our associates?” “The obvious statement here is that WFH is here to stay. I would argue that 90 days isn’t long enough. They say it takes 21 days to ‘form’ a habit and 90 days to make it a permanent lifestyle change. Shep Hyken, CS & CX Expert, Keynote Speaker, and NYT Bestselling Author at 2. “I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” We believe that increasing empathy due to the ongoing conditions will significantly impact contact centers in 2021. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Nobody escaped the long lines and endless waiting times.ĬOVID-19 wasn’t ‘somebody else’s problem.’ It was everyone’s problem. We were all given a little empathetic medicine this year. Bill Quiseng CX Expert, Speaker & Consultant “Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.” The one word that came up time and time again in our research was ’empathy.’ That doesn’t happen all the time. Significantly boosted CSat while reducing abandon rates Conversation Scheduling Let your customers decide when to receive a call-back from you.Programmable Call-Backs Offer call-backs at any stage in your customer’s journey.Visual IVR Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience.
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