News & Views Blog
With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as “contact center” and “customer service” offerings, the evolution of CRM and other systems which claim they can improve the entire lifecycle of consumer interactions (from discovery to delight), it is getting more difficult to budget for and measure investments.
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All
As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands and services they rely on, more data than ever is being generated that can be harnessed to truly understand behavioral patterns and the relationship of actions to outcomes.
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming increasingly focused on high-impact, high-value conversations, generally triggered by a problem encountered by a consumer.
With Massive Enterprises to Support, Contact Center BPOs Turn to Big Data Analytics to Drive Competitive Differentiation
As the Contact Center and CX BPO industry continues to grow, big data is more valuable than ever. Why? In one word the answer is scale.
The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many of the world’s largest organizations, profitable revenue is becoming more challenging as new competitors emerge with less technical debt, access to less expensive but sophisticated hardware and virtualized platforms, and punch above their weight as young, agile companies winning away coveted “Fortune 500” clients.
Along the hype cycle in the world of CX, Artificial Intelligence (AI) and its cousins Natural Language Processing (NLP) and Deep Machine Learning (DLM) continue to surface in more and more conversations and strategic plans for 2020 and beyond.
Let’s not get carried away with the notion that corporations can save billions of dollars by replacing human beings with machines. While there is, of course, huge opportunity to create efficiencies through robotics in factories, “co-botting” in distribution centers, and self-checkout in next generation fast food restaurants and grocery stores, when it comes delivering high value service to go along with high value offerings – nothing will ever be better than a human to human conversation.
“To protect Humanity, some humans must be sacrificed. To ensure your freedom, some freedoms must be surrendered. We robots will ensure mankind’s continued existence. You are so like children. We must save you from yourselves.”
With a 3 to 1 Proven ROI on Contact Centers for Online Health Services, It’s No Wonder Insurance Companies are Investing
The vision for healthcare delivered more efficiently via virtual visits (using voice, video and online collaboration) is becoming a reality, and this is great news for consumers, providers, and insurance companies.