In a year of change; Black Friday will likely be no different. Organisations are redefining a holiday event as customers further gravitating towards online shopping. These brands need to adapt this Black Friday to differentiate themselves, grow revenue and increase customer loyalty.
There is a common misconception that mobile and digital employees are strictly “Millennials.” The reality is most business personnel are fluent with mobile and digital technology, for both personal and professional use. The experienced workforce actually appreciates these tools more, because they know what it was like before.
Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.
Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organisations with a channel-first strategy that ironically led to less access and fragmented conversations due to poor hand-offs, technology introduced for technology’s sake and misuse of data.
Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever be able to have an issue resolved. It’s hardly surprising that the majority of customers are dissatisfied with their IVR experiences.
Digital transformation is more than technology. It’s the people, leadership and experiences that drive innovation and amazing experiences in an organisation. These factors act as the building blocks to a successful digital journey.
For sales organisations, agility and adaptability are vital, especially in today’s rapidly shifting sales landscape. At a time when marketplaces, buyer behaviour, and sales targets are quickly changing, sales leaders need to reevaluate their approach to driving acquisition, growth, and retention—and be ready to change again if necessary.
What does it mean to maintain employee engagement and productivity levels when working from home becomes part of the new normal? Companies that are making plans for their employees to work from home permanently for the first time must answer this question and more.