Brand New Featured Content!
In today’s fast-paced, swipe-right, instant messaging world, customers expect the efficiency that they’re used to accessing in everyday life to be just as prevalent when communicating with brands, products and services.
In the lead up to the 2019 edition of Customer Contact Week Europe, we asked four industry experts for their advice on introducing chat bot technology into your service offering. Together, they explore the importance on doing so with purpose as well as how to use this as an opportunity for human agents to provide a more value-adding customer service experience.
Explore how championing a culture of diversity and inclusion can contribute to the creation of exceptionable customer service experiences.
What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio entertainment brand is creating a culture that enables its agents to initiate and engage in natural interactions through the art of listening. Download this exclusive content piece to uncover:
- How, as an Amazon company, Audible makes its ‘customer obsession’ a reality
- How Audible’s agents are relearning the rules of customer interaction in favor of a human-centric approach
- How to bridge the cultural differences that can occur with the use of offshore customer contact centers
- Why traditional KPI’s should be exchanged for more subjective measures of success
The goal, above all, is to make meaningful connections with customers. Customer contact leaders reveal a lingering passion for the human touch. They will leverage new technology to augment human connections, drive agents to become partners and evaluate customers as multi-faceted, emotion-heavy individuals. CCW Digital's Market Study on the Future of Contact Centre explores this research, ultimately revealing that the best way forward is to make sure the heart of customer centricity is not left in the past. Download the report to find out the key findings.
As 2019 arrives it is time to put the customer at the centre of your technology investment strategy. This briefing will help empower the transformation. Download to explore all the bonus case studies from the Market Study.