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EMEA Blog

Customer support associates have a hard job, and it’s only getting harder as customers’ expectations continue to increase (rightly so, by the way). The turnover rate for contact centre workers is at an all-time high of 38% and it jumped nearly 60% between 2021 and 2022 alone.

Nothing frustrates customers more than getting stuck in an endless automation loop when trying to reach customer support. We’ve all been there: yelling “operator” into the phone, wasting time, and getting more annoyed every second. It’s an awful experience, and a mistake growing companies can’t afford to make.  

AI is the flavor of the week in many segments of business, and customer experience (CX) is not spared from both the hype and innovation. Startups face a unique challenge when it comes to embracing AI-powered customer experience strategies: their budget.

When customers reach out for technical support, they arrive with a specific problem and simply want a quick resolution.

Co-browsing is an often-overlooked technique that allows customers to give associates access to view and navigate websites on the customers’ screen in real time. Also known as collaborative browsing, this technique lets customers and associates work together to solve problems quickly.

Los lideres de startups tienen mucho en que pensar: afinar un plan de negocio, establecer objetivos a corto y largo plazo, desarrollar la estrategia de marketing adecuada y crear un equipo que pueda hacer que todo suceda. Pero con todas estas prioridades compitiendo por euros y recursos limitados, es facil perder de vista la experiencia del cliente (CX) de tu marca.

In this time of economic uncertainty and rapidly developing technology disruption, the ability to stay nimble is paramount. 
 

In retail, it’s all about the sale. But it’s important to remember that sales aren’t just made by in-store employees, e-commerce sites, and apps. Your contact centre holds huge potential to drive revenue too, but only if your associates possess the right sales skills.

Workers increasingly want to feel energised and valued at their jobs, and in today’s tight labor market companies that don’t prioritise employee engagement are losing talent to brands that do.

Young, growing companies have a lot on their plates when it comes to determining priorities but focusing on employee experience (EX) from the outset will pay off well over the long run.

In the contact centre industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy.
 
And for good reason.
 
How better to serve the needs of people than to put ourselves in their position? What could be more important to the customer experience (CX) than a compassionate understanding of their feelings?
 

What is your strategy for leveraging the recent advances in generative AI? Google has now released their Bard system and Microsoft has integrated ChatGPT by OpenAI into their Bing search engine. Companies and consumers are all experimenting with these tools and this is creating new expectations for the customer experience (CX).