As 2016 draws to a close, it’s time to look toward what’s next in contact center technology for 2017. Workforce optimization, customer service tools, Voice of the Customer - these are all areas in which technology continues to change and improve. We went through some of the leading surveys and studies on these topics to find the top predictionsfor 2017. You can.
Wouldn’t it be nice if we could read minds? We’d always know what people were thinking and how they were feeling. We’d know how to respond to them in order to get the best possible outcome. Unfortunately for those us living in reality and working in contact center customer service, we have to make do with more prosaic methods of learning how to deal with people:.
Long gone are the days when the only way to reach a company’s customer service center was by picking up the phone and waiting - sometimes for as long as an hour, or even longer - for a service representative to help you with your problem. Now that we have so many digital tools for instant communication, today’s customers expect to have their issues handled promptly .
Advertising has gone a bit overboard in the high tech marketing environment of 2016 – to say the least. With the hottest SEO (search engine optimization) consultants vying for consumer attention, clients are developing an insatiable appetite for top positioning in the SERPs race (search engine results pages). It’s been all about getting visitors to your website.
Over the years, video has come to play an integral role in public safety operations. Public and private video surveillance has helped catch criminals and prosecute those who break the law on camera. And the demand for video is increasing, both from first responders and the people that they protect. Video is increasingly becoming an important tool for evidence collection.