Tag Archives: automation

Best Practices For Integrating Messaging Into Your Customer Service Strategy

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Best Practices For Integrating Messaging Into Your Customer Service Strategies

From SMS to live chats, messaging is becoming an important part of different companies’ sales and customer service strategy. Many major brands have adopted some form of messaging to assist customers prior to, during, and even after a sale has been made. This powerful feature has the capability to help companies both drive sales and increase customer satisfaction. 

Despite the rising popularity of messaging features like SMS, live chats, and social media messaging, it’s important to adopt this strategy in the most effective way. Here are a few best practices to ensure that your messaging strategy helps your customers, your employees, and your revenue.  Continue reading →

20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

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The Best Advice for Contact Centers in 2020 – The Experts Weigh InEvery year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Well, it’s that time once again: We invited some of the top contact center experts from Ada, J Arnold and Associates, The Belding Group, Callzilla, Expivia, and other vibrant CX and CS avenues to offer us and you, our dear readership, their best pieces of advice for contact centers in this increasingly complex customer age.

As you read on, you’ll notice some pertinent themes arising for the coming year, some established, and some brand-spanking new: Leveraging AI and self-service in an increasingly competitive contact center space; optimizing training and education for employees; keeping the ‘human’ element of customer service in mind when incorporating new channels; being strategic with automation; and more. This year’s soundbites are rich with well-researched insights that a) act as a warning; and b) can help your contact center win.

 

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Looking Ahead: Predicting the Future of BPOs [Slideshare]

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4 Takeaways from Our Live Discussion on The Future of BPOs

Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. It is so prevalent in the call center space that the term “Business process outsourcing” (BPO) is often used interchangeably with “outsourced call center.” In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion. This growth is expected to continue, with Cushman Wakefield predicting 6% yearly growth up to 2020.

At the same time, major changes are impacting BPOs. Firstly, the impact of artificial intelligence is predicted to be extremely disruptive. For example, the outsourcing industry in the Philippines (the country with the most call centers in the world) is worried that the rise of artificial intelligence (AI) will eat into the 23 billion-dollar sector. Secondly, in recent years there has been a growth in “reshoring”: Call centers are returning to North America, a trend driven by several factors including low wage inflation and an increased focus on customer experience. Finally, BPOs are weighing up the benefits of adopting a multichannel approach as siloing the different customer service channels becomes taboo.

While BPOs are no strangers to challenging times, the next few years promise to be particularly interesting for outsourced call centers.

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