Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast changing technology landscape. According to a reputable industry source (Gartner, June 2014) mobile devices have long surpassed traditional desktop and laptop computer sales. Smartphone and tablets are no longer a niche industry. Adapting your contact center to respond quickly to the mobile customer will require a new way of doing business and adding new tricks to your customer care magic act to maintain success. Read More »
In the world of Fast IT, the “Cloud” is a hot topic and standard conversation in roadmap meetings across all IT domains. Unless you have been away on a spiritual retreat with monks in a cave for the past year, it has been a subject that you could not have avoided. “When will it be available”? “How fast can our system be migrated”? “What are the features and functionality the cloud contact center offers”?
These are often the questions that are asked at the executive level. All of them are great questions and should be researched and addressed by your IT Experts. Contact Center IT teams looking to get a head start will need to get a big picture view of the fast changing technology landscape from their vendors and independent research. With the above questions in mind I’ll attempt to provide some answers and food for thought. Read More »
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis, and Louis Armstrong among many others. Included in his many contributions to music is his famous half-time “Purdie Shuffle”. You’ll hear it featured in such songs as Led Zeppelin’s “Fool in the Rain” and Toto’s “Rosanna”.
Check out Purdie explaining how he created his unique shuffle:
You don’t win customer loyalty solely by the “wow!” factor. You win simply by delivering on customer promises and resolving everyday issues.
According to research from CEB’s book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, two major factors affect customer loyalty during an interaction:
- The first is how much effort is required from the customer to resolve an issue.
- The second is the skills and efficiency of the customer-service agent.
To positively affect customer loyalty, you need to influence these factors during the interaction, not after it.
The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus.
But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center. However, participants and speakers at ICMI did not have a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center.
I talked to Nemertes Research Analyst Lisa Durant to get her perspective. She agrees there is a dramatic evolution in the industry as mobile interaction continues its explosive growth as a contact method. Durant takes a broader view of mobile customer care to include “any interaction using a mobile device.” Whether a customer makes a voice call to a contact center, completes a transaction online, or engages via social media, she points out that the user is most likely on a mobile device.
As a silver sponsor at ICMI, the Cisco team experienced that strong interest in mobile. Attendees kept the booth staff busy demonstrating Remote Expert Mobile. Armed with iPads and Cisco DX80 endpoints, Cisco engineers Brian Cole and Doug King demonstrated products in the Cisco Customer Collaboration portfolio, including Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Remote Expert Mobile, and Context Service.
The Evolving Mobile Customer Experience
Despite continued growth in mobile, Read More »