See how technology is changing the shape of cal centre's
Technological innovations can help businesses raise the stakes in terms of customer service.
Together with the expertise of customer management outsourcing, organisations can amplify productivity and communication and achieve a higher level of customer service.
According to the 2017 Global Customer Experience Benchmarking Report, technology has been the number one enabler to positively enhance customer experience services in the last five years.
However, it appears that technological adaptation is still sluggish. In the report, 41.9% of organisations revealed that their technological infrastructure is not yet aligned with their current business needs.
Customers have become so empowered that they expect to have the flexibility to contact a business however they choose.
They want to be able to submit a query via telephone, send a follow up email, and then message the company on Facebook, for example.
Therefore, businesses should take note of the top technology trends for 2017 and beyond, which are omni-channel solutions that integrate enterprise systems and connect customer journeys.
Siegfried Schallenmueller, who helped to compile the report, said: “A new messenger service or artificial intelligence driven chatbot can be integrated through an application programme interface, instead of waiting for a roadmap from an established CX vendor.”