5 Short Videos on the Contact Center’s Future

5 Short Videos on the Contact Center’s FutureWe’re always on the look-out for new industry research and we try to point our readers at the best ones we find. But, just like you, sometimes we’re not in a reading mood and, for those times, videos can also provide great information in a “lean-back” mode. Companies put out lots of product videos these days. Sadly, they are often filled with stock video, unnecessary animation and generic, buzz-word filled dialog.

In today’s post, we’ve assembled some videos that are actually informative. They cover aspects of the contact center that are all connected somehow with this year’s main trends.

 

Call Center Metrics: 4 Pitfalls You Need to Avoid

Avaya Oceana and Chatbots

Avaya has been in the news a lot for its financial situation. That’s to be expected when rumors of bankruptcy or splitting-up swirl around the largest player in the contact center space. Despite that uncertainty, the company is continuing to innovate in important areas. This video covers Oceana, Slate and how they can be used together to provide chatbot-style customer service.

 

 

Further Reading:

Genesys Buying Avaya’s Call Center Biz? 6 Big Brains Weigh in

Fonolo Call-Back Solutions for Avaya Call Centers

The “Salesforce for Service” Keynote from Dreamforce

There’s no doubt that Salesforce has strong aspirations in the contact center space. The introduction of Lightning Voice, the acquisition of HeyWire, the investment in call center start-up, these are all clear signs of their intent. At their recent Dreamforce event, the “Salesforce for Service” keynote revealed even more. The full hour is here but if you want just the highlights, we published a post with 4 segments (2 minutes each) that were the most enlightening. The first of those 4, about embracing conversational commerce, is below.

 

 

Further Reading:

4 Clips from Salesforce’s Call Center Keynote Reveal Their Strategy

Salesforce Has Many Fingers in the Call Center Pie

KLM’s Success with Customer Service Over Facebook Messenger

This video isn’t about the call center, per se. But it is about the biggest “X factor” in the customer service space today: The rise of chat platforms as customer service channels, for both human and automated interactions. Airline KLM has seen enormous growth in communication over Messenger, where they’ve recently deployed bot-based service.

 

 

Further Reading:

App Fatigue is Driving Bot Mania

Chatbot Backlash Boogie Woogie

It Ain’t Easy Being a Contact Center

For a change of pace, here’s a non-technical video about the mundane struggle to get customer service. Justin Robbins, is the Content Director at ICMI, and makes a guest appearance in this NBC video titled Customer Service Nightmares. It’s good to step back from the nuts-and-bolts of technology to appreciate how what we do affects millions of ordinary people.

 

 

Further reading:

It Ain’t Easy Being a Contact Center

3 Customer Service Stories We Can Be Thankful For

A New Name in the Cloud Call Center Game

It’s a new name, but not a new company. At this past ICMI conference, LiveOps Cloud officially relaunched as Serenova. This follows their recent acquisition by Marlin Equity and separation from the LiveOps BPO business. In this video interview with Fast Leader, Jim Rembach interviews Troy Parish Serenova’s VP of North American Sales.

 

 

Further reading:

Call Center Cloudification Update

LiveOps Cloud Releases Redesigned CxEngage Platform for Contact Centers

 


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