According to Jed Hewson, co-founder of 1Stream, you can’t change or improve customer experience until you can measure it.
With managed services such as cloud-based call centre providers, it is possible to make the most of the opportunities available to produce the best results for a business.
Call centres are about the people first, and the technology is simply the enabler that helps provide the best customer experience.
Streamlined systems, self-service options, real-time communication and measured results define the contact centre of the future.
Many industry experts maintain that while the advancements of technology are remarkable, for the foreseeable future there will remain an important place for people, with the help of automation, in a contact centre.
With more customers owning smart mobile devices, companies are facing an ever increasing need to communicate and respond to customers using channels, other than a simple voice call.
Data has become the currency of the digital landscape. Irrespective of industry sector, no company can afford not to manage, analyse, and execute on the information it has at its disposal.
The South African contact centre industry has evolved to such an extent that it is becoming the focal point for corporate sales, service, and support.
With new and advanced technology solutions, such as cloud-based platforms and services, the challenge of ensuring good interaction and customer service experience with students can quite easily be addressed.
1Stream has released an updated version of its platform that is a response to the fast-changing contact centre environment, which is being shaped by the mobile-first trend and increasing use of multimedia.
The ways in which educational institutions manage their communications and service delivery are in flux, as students/consumers begin to demand real-time interaction, instant feedback and online services.
While most businesses today are employing some sort of social media strategy, many are still very slow to respond to customer support issues and complaints that come in through this channel.
Despite the strategic importance of the call centre, many e-commerce companies don’t take a critical look at how their call centre functions – and the technology it uses.
Many businesses today take a siloed approach to managing social media enquiries, giving the job to a community or social media manager who sits in the marketing department.
Have you ever thought about what kind of person your business would be if it was human?
First (and second and third) impressions are increasingly made not by your sales team, but by brand touchpoints.
Artificial Intelligence is not yet a reality. But very smart computers are.