We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).
But, hey, who am I to judge? These things are all just a matter of opinion, right? We all have go-to vocabulary that we either love or loathe. Still, there are two words in particular that I feel everyone should pay attention to. These words hold true sustenance and can dramatically impact the success of your contact center team: customer care and customer satisfaction. The problem is that some companies, while familiar with these terms, really don’t connect with them on a deeper level. How you attend to your customers’ happiness levels and overall satisfaction requires critical thinking.
Let’s spend some time deciphering what these words mean and why they should be top of mind.
It’s going to be a big year in the world of contact center and in customer service technology. Will Avaya soar upwards, freshly unburdened from its decade of debt? Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? Will the AI / chatbot hype start to live up to its promise? We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. Below are some of the reports that we have found most interesting.
Few people would argue that technology is rapidly changing our culture, but it is the rate at which these changes are happening that may be surprising to some. In five years, it is estimated that our technology will be 32 times more advanced than it is today. Social media is one of the primary drivers of these advancements because it turns every business into a 24/7 global establishment.
Fonolo is proud to be a part of Call Center Week Winter, January 26-29, 2016 at The Rosen Center in Orlando, Florida!
