Companies are facing increasing cost pressures globally. Inflation is soaring and the cost of labour continues to rise as the war for CX talent rages. Brands have to consider new operating models and are more focused than ever on transforming their operations as they look to deliver enhanced results at lower costs.
After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.
Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to better utilise the big data at their disposal, a quick Google search shows that these are still common questions.
As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact centre. Contact centres are often where customers directly interact with a brand, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.
For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better the customer experience – or so we thought.
There’s no denying the vital role contact centres play in brands’ ability to meet customer needs quickly and efficiently. When done well, centres offer seamless experiences by connecting customers with the information they need – whether it's via an agent or through automated technology – when and how they need it.