The customer service trends of 2021 and beyond will leave no room for error.
For years, customer expectations have been evolving. Clients have demanded faster resolutions to their problems, better service on various channels, and more personalized experiences. When the pandemic pushed us into a more digital world in 2020, this demand for excellence increased. Since COVID-19, 59% of customers care even more about customer experience.
The popularity of self-service is growing.
Now that companies are more digitally empowered, with access to smartphones, intelligent assistants, and internet connections, they’re comfortable doing things independently. Indeed, many people became accustomed to this model during 2020, with the pandemic pushing people who hadn’t experimented with self-service options before to explore new models.
The pandemic disrupted the world in a way nobody could have imagined.
During 2020, stay-at-home directives pushed staff outside of the office while consumers remained indoors and ordered deliveries to avoid interaction. Companies had to adapt their go-to-market strategies, and global uncertainty drove a rapid increase in service calls.
The contact center has come a long way since those old days of cluttered rooms full of ringing phones. Today’s CCaaS environment is more than just a place where people manage calls. Contact centers are experience centers, built for delivering customer value and building brand reputation.
Projected to reach a value of about $72.3 billion by 2027, CCaaS is one of the hottest trends in communication right now. Otherwise known as “Contact Center as a Service”, the solution involves delivering contact center technology and capabilities to companies over the cloud “as a service.” This removes the need for companies to install their own premises-based technology.
The age of hybrid work has officially arrived.
The modern workforce is no longer office-centric. Today’s employees can stay productive wherever they are and achieve incredible business outcomes. However, if your teams are going to survive and thrive in the hybrid landscape, they need the right tools.
Your call center could be more productive, it just needs the right tools.
M247, a global provider of connectivity, cloud technology and unified communications solutions is excited to announce the launch of Contact Centre for Microsoft Teams. The solution is brought to the market in partnership with technology vendor and long-standing Microsoft Gold partner, Geomant.
The launch comes a year after the release of Microsoft Teams Direct Routing and is part of M247’s roadmap for delivering a complementary suite of voice services that are flexible, easy to consume and underpin customers’ digital ambitions.
The customer journey is growing increasingly complex.
According to Microsoft, the average customer uses at least three touchpoints to connect with a brand. Around 41% of customers expect live chat on your website, and many are beginning to experiment with SMS and social as ways to get answers to their questions.
Geomant, an innovative systems integrator and software developer specializing in helping contact centers accelerate their digital transformation, has partnered with Vonage, a global leader in cloud communications, to drive a more contextual and personalized experience for its customers.
