Enterprises Looking for US-Based Contact Center Solutions
According to a report from Information Services Group (ISG), enterprises prefer U.S.-based contact centers. The ISG Provider Lens Contact Center Customer Experience Services Quadrant Report analyzes U.S. market providers while demonstrating how enterprise buyers of contact center services put consumer experience before cost efficiency.
Research findings demonstrate how enterprises want service providers to invest in digital technologies for exemplary customer service, including automation and analytics. Technology is aimed at millennials who have become reliant on omnichannel solutions. Voice calls have gone down by 30 percent due to the ability to do everything online, through a smartphone, or an app.
"To meet customer demands and create new opportunities for engagement, enterprises are discovering they must enrich the entire customer experience journey with digital technology," said Esteban Herrera, partner and global head of ISG Research. "They need to embrace omnichannel solutions to serve their customers at any time or in any place, on their terms, and analyze the information flowing through those channels to make the experience more personalized, predictive and seamless. And they need to employ a combination of virtual and human agents to handle everything from simple queries to complex issues. Enterprises will be left behind and lose competitive advantage if they don't embrace digital transformation."
Automation and self-service are popular tools, as speaking contact center agents is often repetitive, time consuming and frustrating. Additionally, using analytics on social media to capture data will be an additional customer service aid. To enhance the customer service experience as a whole, security initiatives are also a top priority, especially with an enhanced level of data breaches.
Is your contact center secure, self-service and omnichannel?
Edited by Maurice Nagle