Technology is clearly now evolving how customers want to engage with organisations. This is the theme of Sabio’s new eBook: Transforming Customer Contact.
As the new iPhone starts to impact the marketplace, it’s worthwhile reflecting just how much technology people are now carrying around with them.
And with 5G testing set for 2016, it looks like our next generation of smartphones will be able to take advantage of online performance that’s up to 50% faster than current 4G offerings.
The ever-increasing performance offered by today’s devices only confirms what has become increasingly apparent – that most customers now have immediate access to much better technology than even the largest enterprises that serve them. So whether it’s customer service apps, social media, web chat, video chat, SMS, email or voice – consumers can initiate interactions quickly for any of these channels directly from their smartphones.
Technology is clearly now evolving how customers want to engage with organisations. This is the theme of Sabio’s new eBook: Transforming Customer Contact – today’s customer service landscape.
In our eBook we focus on how businesses are having to re-examine their existing contact approaches – not just from a technology perspective, but also in terms of bringing different functional parts of the business together, as well as equipping contact centre management and advisors to succeed in today’s challenging contact environments.
In addition to outlining the scale of transformation, we focus on how organisations need to address the growing customer service gap between digital and contact centre strategies. We also identify the key components driving a shift towards smart connected interactions, and also highlighted just how this changing contact centre landscape is set to impact operational managers and their contact centre agents.
We’ve also incorporated feedback from a number of senior customer service leaders – who collectively are responsible for some 6,000 UK agent positions and 25 million customer contacts per year. What’s clear is that there isn’t a single solution that will meet customers’ evolving service expectations. However, as we set out in our eBook, the winners will be those organisations that are prepared to challenge the status quo, embrace innovative technologies, and also move on quickly if the results aren’t right for their business.