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Certain generations seem to have wholeheartedly embraced modern technology more than others-namely, younger demographics. In fact, Millennials (aged 18 to 35) have even seemed to embrace the rapid pace at which technology advances, and as a result, expect the companies they do business with to do the same. So what does this mean for the frontline of business operations-a.k.a. the contact center?
There's no doubt about it: in today's omni-channel customer service world, brand shaming has become a thing. And companies need strategies in place in order to deal with it effectively.
Sponsored By: Pegasystems
WEBINAR: Why Delivering Exceptional Customer Experiences Proves Elusive For Most
Thu, July 30, 2015 11:00 AM ET
Join guest speaker Ian Jacobs from Forrester Research, Inc. and Pega as we discuss key findings from a recently commissioned survey on:
- Why delivering exceptional customer experiences prove elusive for most
- The role contact center technology plays in customer -- and agent --experience
- Key steps to drive your contact center transformation
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In today's instant digital world of Uber, GrubHub and Amazon Prime, the rules of customer engagement have changed. Today's customers expect to get service wherever they may be - on the phone, on the Web, in a store, in an app - and they don't want those channels to feel disconnected. They also expect you to anticipate their needs. It's no longer just about the product or service a company delivers. It's about delivering it in a trustworthy and personalized way.
The one great thing about customer service is that lessons about how to deliver it can be derived from anywhere customers are served. It doesn't matter if those customers are served dinner, appliances, or in the case of Ashley Madison, extramarital affairs, good customer service principles generally apply. Ashley Madison is currently showing us some of those crucial lessons by providing an example of what not to do in terms of customer service-following its recent hacking.
In the contact center space it is commonplace to hear buzzwords like omni-channel and customer experience, but recently there is a new term on the block garnering cat calls from the enterprise: Voice of the Customer (VoC). By harnessing the insight offered from analyzing interactions, a contact center gains the ability to optimize operations and improve the overall customer experience.
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