The COVID-19 pandemic threw down the gauntlet for customer contact leaders, urging them to modernize their operations and increase agility. It was a reminder that the customer experience of yesterday is already obsolete - and sure to become even less relevant amid future change.
Granted, it also introduced companies to initiatives that can positively impact customer contact, including work-from-home, business continuity planning, automation, and digital engagement.
The key will be transforming these initiatives from “crisis response” contingencies into permanent fixtures. How will we approach remote work once a return to the office becomes permissible? How will we approach digital channels once interaction volume subsides (yet standards for engagement quality rise)?
CCW Digital’s Market Study on Modernizing Service Experiences with AI & Digital answers these questions - and many more.
We were already adapting to a new normal - one in which digital engagement, automation, cloud technology and new expectations changed the way we thought about customer contact. Then came COVID-19, which added immense urgency to these initiatives. Robust work-from-home and AI strategies became essential rather than admirable. CX objectives also changed, with companies, agents and customers reconsidering what they wanted to get out of interactions.
Is your contact center technology helping or hurting in your quest?
Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape to achieve unprecedented customer contact value.
We in the customer contact space know this lesson better than anyone. The majority of us play catch-up when it comes to adding contact channels, gathering customer insights, implementing new technology and empowering agents, leaving a select few to reap the rewards of customer centricity.
Let this Market Study on the Contact Center of 2025 be your instrument for the future. Yes, it explores the lingering challenges and stereotypes we need to urgently address. It does not, however, dwell exclusively on the past. It also looks ahead, considering how automation, omnichannel engagement, customer data, emerging technology and cross-industry benchmarking will forever change the contact center landscape.
Though unwise, it was very easy to ignore calls to develop a business continuity plan during periods of fortune. Thanks to the COVID-19 pandemic, companies have seen the consequences of their inactivity. It is time to rethink the approach, not only to support work-from-home in the near-term but to ensure your CX remains strong in the face of future risk.
A while ago, it was very easy to ignore a business continuity plan (BCP), since many of us took for granted our business’ profitability, steady markets, engaging office cultures, and to put it bluntly, success. Thanks to that complacency, many are quickly forgetting what success tastes like.