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Delivering The Orchestrated Customer Experience: Why – And How – We Need To Rethink The Contact Center
Delivering The Orchestrated Customer Experience: Why - And How - We Need To Rethink The Contact Center25March 2021Greg Weber Customer expectations have changed dramatically in recent years, both in the B2B and the B2C worlds. “The Amazon Effect,” as it’s often called,...
We have exciting news to share! Eventus Solutions Group has entered into an agreement to become a portfolio company of Tech Mahindra, a $5B leading provider of digital transformation and consulting services and solutions.
Do you know how to improve your call center customer service – or if you even need to? Customer expectations have changed dramatically in the last decade. Your first step to improving customer service is understanding what your customers actually expect.
In today’s fast-paced world of on-demand services, entertainment, and products, customers’ expectations have risen in regard to almost every aspect of a company, including the customer experience. All too often, help desk agents, whether in contact centers or manning online chat sessions, become the target of customers who are frustrated when their products don’t work, when their billing is incorrect, when they regret a purchase and demand a return or a refund, and more.
CX Continues to Rank High in the C-Suite But How Can Contact Center Leaders Build the Business Case for Digital Transformation?
Despite the chaos and uncertainty that largely defined 2020 given the pandemic – or perhaps because of it – improving the Customer Experience (CX) continued to rank as the second or first priority among enterprise leaders across sectors.
The Context for Contact Centers has Shifted for Good: After the Pandemic, New Insights and Strategies for 2021
2020 was unlike any other in the customer service and contact center industry. Overnight, organizations were forced to rethink and re-tool how they interacted with customers in the middle of a highly uncertain, chaotic, and traumatic time.
In a recent survey by Frost & Sullivan, the overwhelming driver for enterprises planning and implementing digital transformation initiatives was improving customer experience and satisfaction. This slightly outpaced improving operational efficiencies, with 44% of respondents naming CX as primary, and 41% naming the latter.
Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data play a growing role in decision-making, expectations become higher for the accuracy and completeness of the underlying data. Not only must organizations capture data from an ever-expanding range of sources, but they must also manage it in ways to glean insights to support business decisions.
As enterprises continue to try and process the massive disruption, turmoil and uncertainty brought about by the global pandemic in 2020, how they plan and budget for 2021 and beyond – especially in the contact center industry – has taken on a whole new meaning.
Who isn’t trying to find new ways to conserve resources – lower costs – and generate better results from their investments in customer experience and contact centers? There are so many opportunities to save money by leveraging automation to reduce labor.
Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model in record time due to the pandemic. Now that it has happened, out of necessity, and contact center leaders have worked through the initial shock of moving agents home, WFH is becoming the rule rather than the exception.
Orchestration & Automation: Keys to Tapping and Activating Data to Drive Personalized and Productive CX
Earlier this year, Eventus published a white paper titled “The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework.” This foundational publication presents a vision and blueprint for delivering on the promise of the fast, friendly, and customized service consumers and businesses expect in this new decade.