How will customer contact strategy change in 2019? Will we offer an enthusiastic “hello” to any particular technologies or best practices? Will we say “goodbye” to any hollow, overhyped fads?
Will AI continue to dominate the conversation? Will we prioritize “easy” or “highly personal” customer experiences? Will the “call center” accept a new role within the business?
To answer these questions, we consulted some of the world's leading customer contact experts. Encompassing executives from iconic brands, award-winning practitioners, best-selling authors and inquisitive analysts, our panel of thought leaders provided predictions, hopes and recommendations for 2019.
Their answers appear in CCW Digital’s new report on Customer Contact Predictions for 2019.
Eighty-eight percent of customer contact leaders expect automation to improve agent workflow or elevate agent performance.
What will it take to make that expectation a reality? This report has the answers. It reveals how to reap the rewards of automation’s most significant, most exciting promise: augmenting the contact center - and the agents who work inside.
When customers call for support, can you provide the right experience?
There are two facets to that question. One involves whether you can deliver a fast, hassle-free, personalized interaction. The other concerns your ability to properly identify the customer – and secure the conversation.
CCW Digital’s new special report on Elevating Call Center Authentication provides guidance for achieving both. It debunks myths and illuminates “worst practices” before ultimately revealing the best, most efficient, most customer-centric way to authenticate calls.