Keeping up with customer expectations isn’t easy, particularly now that people demand more for every business interaction. Consumers in the modern world want every transaction and service experience to be as streamlined, convenient, and personalized as possible.
2022 was a transformative year for the contact center. In the last 12 months, we’ve seen many changes, from the increasing demand for AI and automation to the rise of new communication channels. As January and the new year draws closer, business leaders and contact center managers now have a unique opportunity to assess the past year and start planning for 2023.
Geomant implements a new agent dashboard solution for SaveOnSP’s contact center. To read all about the challenges faced by this business and how Geomant helped, click here or see below.
The holiday season is here. That means (hopefully) more time spent with families, beautiful decorations, and endless opportunities to make new memories. Unfortunately, it also means a lot more stress for the average contact center agent.
With over 7,000 homes across Cheshire and the North West, Halton Housing, is an innovative, award-winning housing provider. The objective was to move to a cloud-first strategy, whilst maintaining a customer centric approach. By bringing customer conversations and team collaboration into one familiar, easy-to-use collaboration hub, M247 and Geomant were able to deliver cost efficiencies and provide the ability to scale. It also provided the ability for supervisors to route and direct conversations to specific advisors/team members based on a host of different criteria including numbers, skills, geography, data and much more. This allowed the housing association to manage workloads and improve the experience for both colleagues and customers simultaneously.
The contact center as we know it has changed significantly in recent years. Today’s CX environments are focused on a broader range of platforms and channels, from video and messaging to SMS and social media. Moreover, they’re often equipped with a wider range of advanced tools, from AI assistants and bots to powerful analytics tools.
The demand for AI-based customer service solutions is on the rise.
Few things are more frustrating for today’s customers than waiting on hold for someone to answer their questions or solve an issue. In today’s fast-paced world, most of your clients don’t have time to sit around listening to hold music (no matter how catchy it is).
We’re officially living in the age of customer experience. 66% of customers expect companies to understand their needs immediately, and 82% expect businesses to accommodate their preferences. What’s more, customer expectations are constantly evolving, with market-leading companies like Amazon and Netflix paving the way to a future of instant omnichannel service.
Knowledge is power, but it’s also a necessary form of guidance.
