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The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges. Businesses everywhere have utilized these new features in various ways. For example, some have created an...
The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade. These numbers are astounding. They’re also easy to misinterpret. As more companies...
It’s never been more important to offer an excellent customer experience (CX). This means it’s also never been more important to have a CX strategy in place. Research shows that satisfied customers generate 2.6 times more revenue than those who are lukewarm. At the same time, unhappy customers can leave negative reviews that scare away future business....
In the last post, I talked about the Big Buckets. One bucket holds transactional (self-service) events. One contains interactional (live-agent) events. And the third is home to the hybrids: events that are both transactional and interactional. That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt...
As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused...
There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is...
