Every Event an Opportunity
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.
Companies often talk about identifying customer pain points, and Contact Centers present the clearest opportunity to capture this data to serve customers better, while also bringing next-level business intelligence (BI) into organizations.
On September 26, participants nationwide celebrated St. Jude’s first ever virtual walk/run event in honor of Childhood Cancer Awareness Month. With your support and donations, the corporate team for Eventus Solutions Group was able to raise $12,160 and become the top fundraising team in the Denver area!
September 24, 2020, Denver, CO – Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions, and contact center technology company has announced the are sponsoring a Customer Magazine live webinar on Tuesday, October 20, 2020, 12:30 pm ET | 9:30 am PT.
On September 26, participants nationwide will be celebrating St. Jude’s first-ever virtual walk/run event in honor of Childhood Cancer Awareness Month. Eventus Solutions Group has created a corporate team to join the virtual event this year and will be matching all contributions for our team dollar for dollar. With the support and donations toward our 18 members, we’ve been able to raise 80% of our fundraising goal and have become the top fundraising team in the Denver area this month! With your help and support, we can continue to fundraise and spread awareness in honor of Childhood Cancer Awareness Month.
Vasupradha Srinivasan, Senior Analyst at Forrester, and one of the top thought leaders in the contact center technology industry, wrote last week, that contact centers responded to the global health crisis with “an amazing tenacity and resourcefulness in solving for people, technology and business continuity.” In her blog and a related video, she explains that while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given work@home requirement, operators are now in a position to institutionalize the best practices.
In the search for differentiation, especially in a COVID environment, companies should search to re-invent their approach to business, especially in electronic channels whose importance is skyrocketing. Companies who use system upgrade or replacement projects as a platform to redefine their customer and agent experiences can create transformational capabilities if they approach the project with the right mindset.