Communication service providers that embrace the latest cloud-based contact center as-a-service technologies will put themselves in a better position to help their clients make a digital transformation that leads to new and broader revenue streams.
Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. While most contact center infrastructure is still installed on-premises—market replacements generally occur every six to 10 years—cloud-based contact center infrastructure is where market momentum is happening.
Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients.
Contact centers are some of the most technically sophisticated operations in the enterprise, putting to use more than 45 systems and applications. Companies are striving to understand customer needs, engage Millennial customers and employees, increase the use of self-service tools, improve service quality while reducing costs, simplify operating environments, and reduce fraud, and they’re looking to vendors for help.
Leading high street bank, TSB is the latest in a long line of household brands to have suffered a serious breakdown in service levels that rapidly led to call centers and customer service teams being swamped with inquiries.
Organizations looking to develop a knowledge base will often turn to SharePoint instead of trying a specialized solution. This decision stems from overestimating SharePoint’s capabilities and finding the move to a new solution inconvenient. However, using SharePoint to build a knowledge base is not a good approach.