Contact Center Perspectives (20th January, 2016)

It is that time of the year when we look at last year’s performance and make predictions for the coming year. It will be an interesting period for the call centers with changes expected both on the technology front as well as management. From live chat to machine learning, this post articulates six trends that will revolutionize customer service, particularly the call center industry as we know it throughout the year.

 

As we mentioned earlier, it is that time of the year when everyone is busy predicting the future. Here is a set of top trends that are expected to grow in 2016. We certainly cannot ignore these as they come from the VP of Forrester Research. Some of these trends include:

• Consolidation of CX ecosystem
• More attention to self-service
• Data-driven insights and decisions

The Most Missed Step in Customer Experience Improvement
[linkedin.com]

A very interesting subject. As CX is gaining momentum, everyone wants to improve their CSAT. People are finding various methods and metrics which they are using to help decide their action points. Everyone is working on improving CX but they seem to miss out this critical step in their customer experience improvement efforts. The author suggests that every business must stop and think “What would you love to overhear your patients saying about you and your practice after their visit?”

Contextual Integration Is the Secret Weapon of Predictive Analytics
[data-informed.com]

When you decide to buy a product on Amazon and then visit the product you will probably be interested in their recommended products too. Amazon has long been praised for its recommendation engine, which has prompted many users to fill their shopping carts with additional items that Amazon suggests based on their purchasing profile. What has made Amazon so successful is not necessarily product availability or quality of content; the real differentiator is context and the use of predictive analytics.

Big Data Facts: How Many Companies Are Really Making Money From Their Data? [forbes.com]

Did you know that 60% of professionals feel that data is generating revenue within their organizations? And that 83% stated data to be making existing services and products more profitable? This clearly indicates that businesses are finding more and more ways of turning data into value. But at the same time many are hitting stumbling blocks which are frustrating their efforts. Adoption of big data-driven strategies progressed in leaps and bounds throughout last year. However, it is also equally clear that there is still a long way to go until every business is secure enough in its infrastructure to transition to a fully data-driven business model.

We hope you enjoyed this week’s Contact Center Perspectives, be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.