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1、CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALSeptember 2023 CCW Nashville Presents:Market Study:Contact Center of 20302023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 20302CUSTOMER CONTACT WEEKDIGITAL|Intro:Contact Center of 2030From digital transformations,to omnichan
2、nel revolutions,to cloud migrations,to AI augmentations,contact center leaders have ample reason for enthusiasm.They have undeniable opportunities to elevate operational performance while delivering frictionless,personalized,predictive,and proactive experiences at scale.Will,however,they seize these
3、 opportunities by 2030?The answer should be an undeniable yes.With more than six years to prepare and so many innovative solutions in the market,these leaders have a clear pathway to contact center excellence.History,however,provides legitimate reason for skepticism.Concepts like personalized custom
4、er journeys,AI-driven self-service,and end-to-end experiences are hardly brand new ideas,but they remain out-of-reach for the majority of contact centers.And if a contact center leader could not successfully transform itself in the past six years,should we realistically expect such transformation in
5、 the next six?And even if contact center leaders do implement some promising technologies,will they overhaul their strategies sufficiently enough to take advantage of these solutions?To answer these questions,CCW Digital recently surveyed the customer contact community about the contact center of 20
6、30.The findings,covering everything from challenges leaders hope to overcome to experiences they hope to create,inform this exclusive Market Study.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 20303CUSTOMER CONTACT WEEKDIGITAL|Table of Contents2 Intro:Contact Center of 20304 M
7、ethodology&Demographics4 About the Author5 Key Findings6 An Optimistic Vision For 20308 Is It Time to Say Goodbye To These Complaints?10 Phone Engagement in the Year 203011 Contact Center Agents in the Year 203013 Customer Experience Excellence in the Year 203015 Action Plans for the Year 203018 Com
8、bine AI with powers human interactions to future-proof your contact center21 Ensure Compliance without Slowing Down Outbound Calling 26 Hearing Care Central drives customer and agent engagement with Jabra Engage AI30 Appendix31 2023 Editorial Calendar32 Meet the Team2023 SEPTEMBER|CCW Nashville Pres
9、ents|Market Study|Contact Center of 20304CUSTOMER CONTACT WEEKDIGITAL|About the AuthorBrian Cantor Principal Analyst,CCW Digital Customer Management Practice CUSTOMERMANAGEMENTPRACTICEBrian Cantor is the principal analyst and director for CCW Digital,the global online community and research hub for
10、customer contact professionals.In his role,Brian leads all customer experience,contact center,technology,and employee engagement research initiatives for CCW.CCW Digitals articles,special reports,commentaries,infographics,executive interviews,webinars,and online events reach a community of over 150,
11、000.A passionate advocate for customer centricity,Brian regularly speaks on major CX conference agendas.He also advises organizations on customer experience and business development strategies.Methodology&DemographicsTo preview the contact center of 2030,CCW Digital conducted a survey in the summer
12、of 2023.The survey polled contact center,customer experience,customer service,operations,and marketing leaders on the challenges they hope to overcome,ambitions they aim to pursue,and predictions they expect to materialize.Example respondent job titles included vice president of customer engagement,
13、contact center manager,head of customer care,assistant vice president of customer service,head of the contact center,director of customer service operations,director of customer experience,chief operating officer,senior manager of customer experience,chief marketing officer,vice president of operati
14、ons,and senior director of customer success.Encompassing a global audience,the respondents represented organizations of most industries and company size ranges.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 20305CUSTOMER CONTACT WEEKDIGITAL|Key Findings1 Contact center leaders
15、anticipate ample transformation in the next few years.By 2030,the overwhelming majority believe their contact center will leverage a cloud-based platform,leverage a largely remote workforce,and provide customer data that drives key business decisions.2 As they pursue these evolutions,contact center
16、leaders expect to wave goodbye to some lingering complaints and challenges.Most,for example,no longer expect to complain about agents spending too much time on repetitive,low-value work.Many also anticipate an end to conversations about insufficient customer data and disconnected channels.3 Although
17、 93%of leaders expect the phone to play a role in the contact center of the future,only 20%believe it will remain a primary option.4 Confident in the transformative impact of AI-driven chatbots,60%of leaders believe 2030s contact center agents will only be responsible for highly complex or personal
18、matters.A non-trivial percentage believe agents will no longer handle any support issues.5 Given their belief that agents will shift to higher-value work,66%of leaders fittingly expect these employees to receive more lucrative compensation in the contact center of 2030.6 Leaders believe proactive en
19、gagement will rank as a critical customer experience priority in 2030.Other top CX priorities include offering more self-service opportunities,providing support in customers preferred language and conversation styles,and demonstrating more personalization.7 To bring their long-term hopes to fruition
20、,todays contact center leaders recognize the importance of investing in knowledge management,cloud-based contact center solutions,customer intelligence initiatives,and customer journey orchestration.CUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203
21、0With only 4%of consumers citing meaningful improvement in the customer experience,long wait times lingering as a common pain point,and agent attrition continuing to bottleneck operations,one would have a hard time labeling the contact center of 2023 as excellent.Change is essential.Fortunately,cont
22、act center leaders believe they will have made significant changes to their operations many for the irrefutable better by the time 2030 arrives.They are most confident about achieving a more singular,integrated operation.A whopping 92%of leaders,in fact,say the majority of their contact centers will
23、 exist within a unified,cloud-based platform by 2030.An Optimistic Vision For 2030Leaders outlook for 2030 also includes the following transformations:89%feel the typical contact center agent will workremotely at least 50%of the time88%feel contact center data will inform most majorbusiness decision
24、s85%believe senior leadership will truly embrace thecontact center as a“value center”80%believe the contact center will rely on innovativework arrangements,such as gig-based models 78%believe the contact center will go beyond service tohandle most customer-facing communication 74%believe the majorit
25、y of todays contact center taskswill be automated2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 20307CUSTOMER CONTACT WEEKDIGITAL|The typical contact center employee will work remotely at least 50%of the timeThe contact center will rely on more flexible/non-traditional work app
26、roaches,such as gigThe contact center will encompass all customer-facing communication(sales,marketing,website user experience,etc)-not just serviceThe majority of contact center systems will be unified in a cloud-based platformThe contact center will be responsible for capturing and sharing custome
27、r or operational data that informs most major business decisionsThe majority of todays contact center tasks will be automated using AIThe contact center will truly be seen as a“value center”-the C-suite will be OK with rising costs as long as customer-and employee-experience metrics are upCollective
28、ly,these predictions reflect a contact center that will be more efficient(due to the emphasis on automation),agile(due to remote and gig work opportunities),consistent(due to unification of systems and consolidation of engagement functions),and customer-centric(due to a greater emphasis on customer
29、data).Getting there,of course,will require brands to confront some of their most lingering challenges and develop clear action plans for some notoriously nebulous ambitions.Based on your current outlook,will the following be true of your contact center in 2030?89.47%10.53%92.16%7.84%79.74%20.26%88.2
30、4%11.76%78.43%21.57%73.86%26.14%84.97%15.03%True FalseCUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 2030Catchy adages like“happy agents=happy customers,”“the customer is always right,”and“automate simple issues so agents can focus on complex ones”t
31、end to endure within the customer contact community.Unfortunately,so too do certain complaints.Challenges related to agent disengagement,overemphasis on cost metrics,and fragmented customer journeys were popular conversations decades ago and they continue to keep leaders up at night.Will they finall
32、y fade from the limelight by 2030?Encouragingly,contact center leaders feel many will no longer produce as many sleepless nights.Most notably,72%feel the complaint that agents spend too much time on simple issues will stay in the past.This argument ultimately reflects ample optimism for the impact o
33、f artificial intelligence-driven automation.Confident that AI will lead to more robust self-service and more effective internal process automation,companies believe agents will ultimately shift to higher-value,more complex work.Is It Time to Say Goodbye To These Complaints?Other troubles leaders ant
34、icipate escaping include inadequate customer data(69%),disconnected channels(59%),and an overreliance on efficiency metrics(59%).With so many promising analytics and customer data platform solutions at their disposal,leaders know they already have the power to overcome key data challenges.The overwh
35、elming majority clearly believe they will turn their awareness of these technologies into adoption of these solutions.By introducing efficient methods for managing data and then empowering agents to take advantage of this new intelligence contact centers can finally achieve meaningful alignment betw
36、een their strategic practices and the voices and demands of customers.A similar notion explains confidence around the ability to address channel fragmentation.Cloud-based,omnichannel solutions exist to help contact centers create a more unified,integrated contact environment.In the next seven years,
37、the majority of leaders plan to move beyond simply admiring these solutions and start actually leveraging them.No matter how much they may condemn the“cost center”2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 20309CUSTOMER CONTACT WEEKDIGITAL|stigma,budgetary scrutiny and cost
38、 efficiency will never not matter within the contact center.In saying they believe traditional efficiency metrics will be less commanding,leaders are not disputing this notion.Rather,they are expressing optimism that the business impact of great customer experiences will become clearer.They are stre
39、ssing the idea that customer satisfaction is both a pathway to greater revenue and the product of efficient experiences that eliminate unnecessary costs and sources of friction.Ultimately,the message here is not that average handle time or average speed of answer are meaningless statistics.Rather,it
40、 is that prioritizing customer satisfaction is a more surefire way to address inefficiencies without compromising experience quality.“Channels are disconnected”Channels arent equal(phone still preferable to digital,agent preferable to self-service,etc)Teams/departments are siloedToo many systems/no“
41、single pane of glass”Agent turnover is too highAgents spend too much time on simple customer issues or admin workNot enough buy-in/budget from C-levelCustomer data isnt robust,unified,and/or actionable enoughToo much emphasis on past efficiency metrics,not enough on CSATDo you believe you will have
42、COMPLETELY resolved and moved past the following contact center challenges by 2030?59.48%40.52%57.24%42.76%54.25%45.75%44.44%55.56%52.29%47.71%71.90%28.10%55.92%68.63%58.82%44.08%31.37%41.18%This will not be a problem AT ALL in 2030 This may still be a challenge in 20230 CUSTOMER CONTACT WEEKDIGITAL
43、|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 2030By distancing themselves from the term“call center,”customer contact leaders long ago declared that interactions will not take place exclusively over the telephone.But with so much hype surrounding chatbots and other digital o
44、ptions,it is worth asking whether these leaders expect their agents and customers to be engaging in any phone interactions by the time 2030 arrives.The answer is yes,albeit with some qualifications.Although 93%of leaders do expect the phone to play a role in the contact center of the future,only 20%
45、believe it will remain a primary option.Just over 44%believe phone calls will be limited to special issues and customers,while 28%believe it will remain readily available though rank as secondary to key digital channels.The idea of a digital-first contact center may be appealing,but wise contact cen
46、ter leaders will not put the cart before the horse.At present,phone resoundingly ranks as the most-trusted customer service channel.If brands scale back or eliminate their phone options without achieving sufficient customer buy-in,they will not unearth the theoretical benefits of being a lean,innova
47、tive,digital-first organization.Instead,they will face the wrath of customers who feel their contact center strategy is more about deflections than connections.Phone Engagement in the Year 2030What role do you anticipate phone-based support playing in the contact center of 2030?n 7.19%Phone-based su
48、pport will be nearly non-existentn 44.44%Phone-based support will be reserved for special issues/customers/situationsn 28.10%Phone-based support will still be a somewhat common option,though digital channels will be the priorityn 20.26%Phone-based support will remain a primary optionCUSTOMER CONTACT
49、 WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 2030When thinking about the future of customer interactions,it is not enough to merely consider where they will take place.It is also imperative to determine with whom(if anyone)customers will be interacting.Will AI-dr
50、iven chatbots be the main avenue through which customers interact with brands in 2030?Or,will customers continue pursuing conversations with human contact center agents?As they look ahead,many contact centers believe the answer will depend on context.More than 60%believe agents will only be responsi
51、ble for highly complex or personal matters.Firm believers in the transformative impact of AI,these people believe chatbots and other self-service tools will become the default option for typical customer service issues.Agents,then,will transition to providing consultative support for customers and i
52、ssues whose needs are too complex or unpredictable for even the most advanced automation.Contact Center Agents in the Year 2030Just shy of 24%are not as confident in an evolution of the agent role.These leaders believe agents will still play a heavy role in most customer interactions.It is worth not
53、ing that they are not necessarily saying AI will have no impact.Rather,they simply do not believe intelligent self-service will be effective enough to provide complete,automated support for many issues.As a result,agents will still take an active role even if they are not handling the entirety of ev
54、ery customer interaction.Other leaders anticipate a much bigger shakeup.Especially confident in the power of automation,9%believe the idea of a“contact center agent”will have faded from the spotlight by 2030.Clearly,these leaders are major believers in the power of AI and thus major doubters of the
55、assurance that such technology will augment,rather than replace,human ingenuity.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203012CUSTOMER CONTACT WEEKDIGITAL|Although the remaining 7%do resoundingly believe AI will eliminate the traditional agent role,they do not necessaril
56、y believe it will remove human labor from the contact center.They simply anticipate a dramatic shift in what agents do:a pivot from interacting with customers to a role in guiding the AI and creating the practices that define how technology supports customer interactions.COMPENSATING A HIGHER-CALIBE
57、R WORKFORCEMany contact centers are already struggling to attract,motivate,and retain great talent,and the role of the agent is only about to become more daunting.Since 60%of contact center leaders expect agents to focus on more complex work and another 7%forecast their pivot to more analytical task
58、s,over two-thirds of organizations believe the role of the agent will be more challenging in 2030.The importance of strengthening the agent experience,therefore,has never been greater.Compensation represents a particularly significant area.If agents are being asked to do more especially at a time wh
59、en workers are becoming more assertive about their needs it stands to reason they are going to expect more money.Many leaders accept this reality,with 66%forecasting a non-trivial increase in agent compensation by 2030.Laudable in theory,this concept will require strategic nuance in practice.Money d
60、oes not grow on trees,which means contact center leaders will either have to command greater percentages of the corporate budget,make corresponding cuts in other areas of their operation,or reduce headcount to justify the higher per-agent salary.The way in which leaders choose to navigate this scena
61、rio will have significant consequences for agent satisfaction and performance and for the contact center at large.Do you expect contact center agent compensation to meaningfully increase by 2030(beyond general increases due to inflation/market conditions)?When it comes to customer engagement,what ro
62、le do you expect the typical contact center agent play in 2030?n 66.01%Yes,agents will command a meaningfully higher salaryn 33.99%No,agents will be paid similarly to what they make nown 23.53%Agents will still be responsible for handling many customer interactionsn 60.13%Agents will only be respons
63、ible for highly complex/personal issues;most others will be handled in self-servicen 7.19%Agents will not play a direct role in engaging with customers,though they will help support,analyze,and train bots and other AI systemsn 9.15%The“contact center agent”role will be less common;most aspects of th
64、e job will be automatedCUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 2030At the end of the day,the contact center represents the gateway between a brand and its customers.All operational initiatives from the technology a contact center deploys,to t
65、he caliber of agents it employs should ultimately foster better customer experiences.Any worthwhile discussion about the contact center of 2030,therefore,will consider how customer demands,behaviors,and preferences will evolve.If the contact center does not adapt accordingly,it will squander its inv
66、estment in new solutions,pursuit of new talent,and adoption of new best practices.In thinking about the customer experience of 2030,the overwhelming majority of contact center leaders are fixating on proactivity.A whopping 88%believe predictive and proactive communication will become a bigger priori
67、ty by 2030.Insofar as proactive communication is the epitome of a win-win scenario,the enthusiasm is unsurprising.When brands can anticipate customer needs,they Customer Experience Excellence in the Year 2030simultaneously reduce effort and demonstrate more personalization.This can dramatically boos
68、t customer sentiment,leading to increases in loyalty and lifetime value.Brands that can proactively address customer issues,moreover,stand to greatly reduce inbound contact volume.This simultaneously creates a net efficiency for the operation and ensures agents can spend their time on more unique an
69、d complex inquiries.Other future CX priorities include offering more self-service opportunities(87%),providing more support in a customers preferred language and communication style(86%),and increasing personalization(84%).Leaders enthusiasm over self-service is predictable given the ever-growing hy
70、pe over chatbots and generative AI,but it is important to approach such investments wisely.Only 20%of customers presently trust chatbots,which means merely introducing more bots,let alone requiring customers to use them for a greater number of issues,2023 SEPTEMBER|CCW Nashville Presents|Market Stud
71、y|Contact Center of 203014CUSTOMER CONTACT WEEKDIGITAL|is not going to be sufficient.Brands will have to really understand what customers want to get out of a self-service experience,design their automated interactions accordingly,and then actively educate and condition customers on the value of sel
72、f-service.As this will not be an overnight process,savvy brands will start now to ensure they are delivering unequivocally customer-centric bot experiences in 2030.The call for better honoring language preferences has ramifications for both technology investments and hiring practices.Technology like
73、 real-time translation,conversational AI bots,and accent mimicking will enable brands to scalably accommodate a greater number of customers with a greater number of communication styles.Emphasizing diverse,distributed hiring,meanwhile,increases a brands chances of achieving a great match between a c
74、ustomer and agent.Only 13%of customers believe todays brands are sufficiently tailoring experiences,which means contact centers have ample ground to make up if personalization is going to be a key priority in the future.The effort will be three-fold:brands will have to redefine personalization for t
75、he digital age(emphasizing real-time sentiment matching and predictive engagement over superficial gestures like name-drops),invest in data and analytics solutions that surface critical personal details,and train and empower agents and bots to use this data to make experiences more contextually rele
76、vant.More personalized interactionsMore willingness to go“off script”to solve problemsMore opportunity to get support in preferred language/communication styleMore self-service opportunitiesMore ability to solve problems on own terms(own channel,24/7,etc)Less customer effort/more convenient experien
77、cesAbility to get complete support/engagement experience in any channelMore predictive/proactive communicationDo you feel the following customer experience focuses will be more or less important in the contact center of 2030?84.31%15.69%87.42%12.58%72.55%27.45%82.35%17.65%85.62%14.38%82.89%17.11%82.
78、89%88.16%17.11%11.84%Yes,this will be a bigger priority No,this will not be a bigger priority CUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 2030The customer contact community is very familiar with ambitious ideas,powerful commitments,and confident
79、declarations.Unfortunately,the community is also very familiar with underwhelming results,enduring challenges,and disparities between aspirations and results.Contact center leaders,therefore,know that their dream of unified contact centers filled with high-performing agents that generate high custom
80、er success scores will require a concrete action plan.If they do not eagerly pursue key initiatives,the contact center of 2030 will possess the same inefficiencies and inadequacies as the contact center of 2023.As 2030 plans materialize,no initiative is commanding more attention than knowledge trans
81、formation.A whopping 87%of contact centers plan to improve their knowledge management systems and strategies and the commitment is highly logical given sentiment around the evolving CX landscape.For starters,a strong knowledge framework is essential for effective self-service.Bots rely on company kn
82、owledge to support customers,and since self-serving customers do not have expert agents to compensate for gaps or Action Plans for the Year 2030inconsistencies in the knowledge base,there is no room for error.If the knowledge entry is not clear,intuitive,and accurate,the self-service experience will
83、 fail.Additionally,as agents pivot to handling more consultative tasks,they will grow more reliant on internal knowledge.The repetitive tasks of todays contact center are easy enough for agents to internalize;the nuances of rare and complex issues will not be.If agents cannot quickly and easily acce
84、ss accurate knowledge,they may fail to provide customers with the support they need.They will certainly fail to do so efficiently.Other priority initiatives include migrating and/or unifying systems into a cloud-based platform(86%),improving data collection,unification,and/or analysis(85%),and rethi
85、nking customer journeys to create a more effective experience(83%).For as burdensome as they are in the current landscape,operational silos and systemic fragments will only become more troubling in the future.Brands that look to increase personalization,better pair bots and agents,streamline custome
86、r journeys,and predict future needs absolutely need a 360-degree view of their experience,complete 2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203016CUSTOMER CONTACT WEEKDIGITAL|power to optimize all touchpoints from a single tool,and easy ability to introduce new features a
87、nd enhancements.Modern cloud-based platforms are essential for achieving these capabilities and,in turn,achieve a more customer-centric contact center by 2030.Whether their goal is to optimize overall customer journeys,create more personalized and predictive individual interactions,or strengthen age
88、nt development,contact centers will rely heavily on data.This internal reliance on data,moreover,says nothing of the value this data will have to business units outside the contact center.Investing into better data analytics and management is the key to creating a more intelligent,customer-centric c
89、ontact center operation.Given that they are anticipating digital channels,self-service options,and new agent dynamics to impact customer experiences,it makes sense that brands will emphasize rethinking journeys.If they do not ensure their individual experiences work cohesively to create value,the ne
90、w channels and self-service tools brands pursue will end up increasing the friction and frustration they are supposed to be eliminating.Migrating/unifying our systems into a cloud-based contact center platformAdjusting recruiting to ensure we are attracting the agent of the futureAdjusting training
91、to ensure agents are capable of handling more complex work in the futureRethinking requirements/training for contact center supervisors,managers,and leadersImproving knowledge management to empower agent performance and/or elevate self-serviceImproving customer data collection,unification,and/or ana
92、lysis to improve interactions and experience strategyRethinking work scheduling/environment to be more flexibleOptimizing AI investments to improve efficiency and performanceRethinking customer journeys to create more effective CXAdopting real-time translation,global partnerships,diverse workforce,e
93、tc to better resonate with customersAdding/connecting new channels to provide more engagement optionsInvesting into new hardware/telephony to improve qualityAs you prepare for the contact center of 2030,will you PRIORITIZE any of the following initiatives?86.27%13.73%80.26%19.74%75.82%24.18%86.93%13
94、.07%81.70%18.30%84.87%15.13%73.20%81.70%83.01%75.82%76.47%57.89%26.80%18.30%16.99%24.18%23.53%42.11%Yes,this is a focus No,this is not a focus CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALPracticality GuideCUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Con
95、tact Center of 2030Theres no denying that everyone in CX is buzzing about AI,and for good reason.According to Statista,the total AI market is predicted to grow to over$1.5 trillion by 2030.And a recent Forrester study revealed that 84%of technical leaders feel they need to implement AI into apps to
96、maintain a competitive advantage with 70%agreeing that the technology has graduated out of its experimental phase and now provides meaningful business value.So the practical AI revolution is happening.But as companies gravitate toward embedding AI tools in their customer journeys,its worth taking th
97、e time to consider human-to-human experience in a light of an AI world.84%of technical leaders feel they need to implement AI into apps to maintain a competitive advantage with 70%agreeing that the technology has graduated out of its experimental phase and now provides meaningful business value.Comb
98、ine AI with the power of human interactions to future-proof your contact centerOver the past year and a half,consumers have moved nearly every aspect of their lives to digital channels.Post-pandemic,people are more comfortable than ever before with managing their finances,purchases,and healthcare on
99、line.While comfort with technology is more prevalent than ever,expectations for an exceptional customer experience remain sky-high no matter what channel the consumer is using,and enterprises must re-evaluate how theyre handling critical moments when a customer either desires(or is forced into)an in
100、-person or non-digital interaction.The stakes are high,and enterprises are already under pressure.And now generative artificial intelligence has entered the already-complex conversation,disrupting nearly every industry and further complicating the customer experience journey.For forward-thinking CX
101、leaders,embracing AI should be a no-brainer.But smart leaders will take time to weed through the AI hype,keep their customers at the center of everything,and look for tools and methods that improve,rather than digitally disjoint,their customer journeys.2023 SEPTEMBER|CCW Nashville Presents|Market St
102、udy|Contact Center of 203019CUSTOMER CONTACT WEEKDIGITAL|TODAYS ENTERPRISE CX GAPS ARE TOMORROWS OPPORTUNITYWhen consumers move to digital channels,theyve likely already made a decision to purchase.The question is,“Who will I purchase from?”The answer:the organization that makes it easiest.“The word
103、 frictionless is the common denominator across everything,”said Tom Martin,CEO of Glance,on a recent webinar,Why CX Should Embrace AI,with David Butler,SVP of Product Strategy at Glance.Consumers(and employees)want consistency and ease.Siloed user experience approaches based on traditional channel m
104、entality are preventing organizations from delivering that seamless digital customer experience to internal and external audiences.Your organization isnt seen as several teams;consumers see it as one cohesive brand and want one cohesive brand experience.And yet,many companies CX channels are complet
105、ely disconnected from each other.Multiple silos hinder continuous and fluid CX,while monolithic technologies undermine the consistency of experience.Powerful orchestration is at the heart of delivering superior CXGenerative AI adds another layer,but when it comes to delivering a superior customer ex
106、perience,its still about“reaching in”to the customers journey at the right moment of need.With proper experience orchestration,brands can pull relevant information from different systems to carry context that can be integrated across all customer interactions to make it relevant,personal,and even pr
107、oactive.Its about much more than an AI-powered chatbot that automatically asks site visitors if they need help when they havent moved their cursor in 3 seconds.Its about delivering human-guided assistance that reduces or eliminates friction with little effort from the consumer,at the exact right mom
108、ent.From a consumer standpoint,powerful orchestration brings together connected,seamless experiences by layering the right data and knowledge on top of every interaction.With the right integrations,orchestration can be proactive and respond to changes in the customer or company data think orders,a c
109、hange in inventory,availability of specific services,cancellations,and social media“likes,”to name a few.In CX,AI has been seen as a way to initially engage customers to make the agent more effective in their interaction.Its an engineered experience.Chatbots can be helpful,but they can also create u
110、nnecessary friction if the consumer doesnt quickly get the resolution theyre seeking.When its used at scale,enterprises can harness data to create more proactive and tailored experiences,picking up on cues that the customer needs human-guided support.Enterprises should be thinking instead about how
111、AI can be used to speed things up and reduce friction,both internally and externally,to create efficiencies and boost customer satisfaction.“When you break it down to the basics,its just three things,”said David Butler,SVP of Product Strategy at Glance.“Lets start the clock the minute the customer a
112、rrives in three dimensions:Time,effort,and outcome.And we build it up from there.”HOW DOES GENERATIVE AI FIT IN?Generative AI is a game changer because of its two core functions:understanding a request,and acting on it.It can fundamentally change the game for enterprises by:Providing the ability to
113、be more accurate and complete,solving a problem end to end without human involvement.With analytics baked in,enabling teams to adjust conversations according to real-time qualitative and quantitative customer feedback.Identifying when the human element needs to be delivered to a customer early in th
114、eir digital/self-service journey,irrespective of the channel theyre on to deliver better mutual outcomes.When used strategically,generative AI can empower humans to handle the more critical and complex needs of customers that require intelligence,empathy,and situational context.Dont neglect the agen
115、t experiencePoorly managed generative AI can easily become more clutter for agents to deal with.As much as CX leaders need to put themselves in their customers shoes,the agents are just as important.Clutter can lead to more confusion or a tendency to fall back to more familiar channels to avoid the
116、complexity that can come with a dump of data.Leaders should keep the agent experience in mind and optimize it.As an example,generative AI could be used to create a post-conversation wrap-up to take that task off the hands of the specialist while also creating powerful data to use moving forward.2023
117、 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203020CUSTOMER CONTACT WEEKDIGITAL|CENTERING THE CUSTOMER IN AI-DRIVEN CXIn the age of AI,customer centricity is more paramount than ever.Customer experience and customer data should influence everything from product development to cus
118、tomer service,including when and how AI technologies are leveraged.Putting shiny new AI technology in your CX tech stack is only great if its(really)great for your customers.AI,as with any technology,must provide a frictionless experience.Organizations must consider when AI is best for their custome
119、r,be open and transparent with customers about when and how its being used,and ensure that transitions between AI and humans are seamless.Consumers are getting used to AI.Sometimes they love it.Sometimes it frustrates them.Nearly 8 in 10 consumers believe customer experiences still need an element o
120、f human touch,and 76%say they are less likely to trust and engage with a brand if they sense disjointed communication with AI across channels.As AI is used more,human interactions will become even more important.Elements that are uniquely valuable as humans empathy,compassion,connection will need to
121、 shine during key moments in the customer journey when AI may not be the best solution.Its likely that real human support experiences will become more and more scarce as the era of AI seeps into CX.But thats exactly where real opportunity lies.Those moments of human connection are where relationship
122、-building happens.When a support agent empathizes with your frustration and genuinely cares about helping you solve an issue,it leaves an impact.As more AI gets woven throughout CX,those memorable human moments will become even more powerful and differentiating for your brand.THE BEST OF BOTH WORLDS
123、In an ideal CX strategy,AI and human interaction strengthen each other.Theres absolutely a way forward for companies willing to leverage the rising tide of AI and have it streamline the customer experience,but that only reinforces the importance of offering a genuine human connection.Just remember:y
124、our customers arent artificial.And even if your strategy leans strongly into AI over the coming years,the experiences that your human customers go through are very real,and should stay at the center of your business strategies.CUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market
125、 Study|Contact Center of 2030As the lines blur between personal and work phones with the growth of remote workforces,how can you ensure your sellers are in compliance with Do-Not-Call(DNC)and Telephone Consumer Protection Act(TCPA)regulations without slowing down outbound calling?Facing an unpredict
126、able economy at the start of 2023,organizations prioritized positive customer experience to counter economic uncertainty.Now,top performing teams are continuing to prioritize brand reputation and risk mitigation while continuing to grow their revenue.This means driving sales and churning out outboun
127、d calls but are your customer communications 100%compliant with DNC and TCPA compliance regulations?Without a compliance solution in place,your organization is at greater risk of costly penalties that you cannot afford to sacrifice in the current market.There have been increasing complaints of worki
128、ng professionals personal cell phones being contacted,and you never know when a“professional plaintiff”(a consumer who will jump on the chance to sue)is lurking around the corner.If you are taking on the risk of manually managing DNC and TCPA regulations in-house,it is vital to be aware of Ensure Co
129、mpliance without Slowing Down Outbound Calling the myriad of evolving DNC and TCPA regulations at the state and federal levels and that contacting consumers in violation of DNC or TCPA requirements can be detrimental to your brand.To help safeguard your organization,this eBook explores:All sources o
130、f Do-Not-Call and TCPA risk for yourorganization,including contacting personal vs.workphone numbers,evolving state laws,and autodialers.The benefits of investing in a compliance solution versusmanual compliance management and data processing.What type of solution is right for your organization,featu
131、res to look for,and more!1:UNDERSTANDING HOW YOUR ORGANIZATION IS AT RISK As business professionals are adopting hybrid routines or working fully remote,mobile phones have become a grey area in the marketplace.As more employees are using their cell phones to conduct business while working from home,
132、telemarketing to personal cell phones is occurring more often,stirring up uncertainty around DNC and TCPA guidelines.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203022CUSTOMER CONTACT WEEKDIGITAL|Manual DNC Risk If your organization is manually scrubbing lists and approving
133、phone numbers for your sales team,you are at much greater risk of dialing a number on a Do-Not-Call list,whether it is accidental or due to a lack of full,in-depth compliance knowledge.When your outbound team prospects and contacts mobile phone numbers,there is no sign of differentiation between per
134、sonal or business phone numbers on these lists.For B2B organizations,contacting a prospects personal phone number while attempting to sell to their business makes your organization potentially liable for costly DNC violation penalties and consumer lawsuits.If the individual is registered on the Nati
135、onal Do Not Call Registry,your organization can be fined up to$43,792 per illegal call.In addition to the National Do-Not-Call Registry,it is important to note that 12 states operate their own do-not-call lists:Colorado,Florida,Indiana,Louisiana,Massachusetts,Mississippi,Missouri,Oklahoma,Pennsylvan
136、ia,Tennessee,Texas,and Wyoming.Some states,such as Colorado and Mississippi,allow organizations to enroll their business numbers on state DNC lists,meaning your organization can be fined for calling businesses numbers in certain jurisdictions.Autodialer TCPA Risk If your organization is making outbo
137、und calls using an automatic telephone dialing system(ATDS),or a system with the capacity to be an ATDS you are at high risk of violating TCPA guidelines by accidentally dialing a cell phone even if youre not utilizing automated calling capabilities.The TCPA requires that organizations using an ATDS
138、 or prerecorded messages when contacting consumer mobile numbers must obtain prior express written consent from consumers to legally contact them.Additionally,businesses must not use established business relationships(EBRs)to avoid getting consent from consumers.This means that even if a wireless nu
139、mber is being used for business purposes,you must obtain prior consent to contact the number if utilizing an ATDS.There is a common misconception that the TCPA doesnt cover B2B calls.While it seems like a gray area,B2B callers are not exempt from TCPA regulations.Violations of TCPA regulations resul
140、t in penalties of$500 for each violation,and$1,500 for proven willful violations of the TCPA.If that doesnt sound risky enough,a handful of states have enacted their own“mini TCPAs”in recent years including Florida,Washington,and Oklahoma and it is anticipated that other states will continue to intr
141、oduce their own state-level equivalents of the TCPA.These rules add even higher levels of scrutiny and restrictions with reduced legal calling hours,clarification around what type of call constitutes a“telephone solicitation”,and thresholds governing how many call attempts to an individual is allowe
142、d in a 24-hour period.What does this mean for your organization?The TCPA does not preempt state laws,so it is imperative that businesses monitor both the TCPA as well as these recently enacted state calling laws and similar laws that are pending in state legislatures Avoid Cell Phone Lawsuits As the
143、 lines between personal and business mobile phones blur with remote work,dual-use cell phones pose massive risk to organizations conducting outbound calling.In the case of Chennette v.P Inc.,plaintiffs Nathan Chennette and 50 other home improvement contractors argued that they have“residential cell
144、phone numbers which they use in their home-based businesses,”and that GoSmith Inc.(acquired by P,Inc.in 2017)sent 7,527 text messages to plaintiffs cell phone numbers with an ATDS.In their business model,defendants GoSmith,Inc.and P,Inc.,sell client leads to home improvement contractors.The lawsuit
145、details that GoSmith Inc.sourced information from Y,YellowP,and BBB.org,and sent automated text messages to the phone numbers of over ten million home improvement contractors including contractors who had cell phone numbers listed for their businesses.2023 SEPTEMBER|CCW Nashville Presents|Market Stu
146、dy|Contact Center of 203023CUSTOMER CONTACT WEEKDIGITAL|All plaintiffs received more than one text message from GoSmith within a 12-month period without providing GoSmith their cell phone numbers or giving consent to receive text messages.Additionally,fifteen plaintiffs had numbers registered on the
147、 National Do-Not-Call Registry and received 2,754 text messages from GoSmith to their registered numbers.It is vital to be aware that lead sourcing databases identify whether or not a phone number is on a DNC list,but this wont necessarily prevent your reps from calling it.A contact center operation
148、s admin must manually put these numbers into a Do-Not-Call bucket,but even this doesnt mean that your reps wont accidentally dial a number labeled DNC.While the information is there,its up to each one of your salespeople if they use it or not.So why risk it?Instead,with a compliance solution or fail
149、safe process in place,your organization gains assurance that all calls violating DNC and TCPA requirements will be blocked.Data Risk With internal,wireless,state,and federal DNC lists,the reassigned number database,opt-outs,state holiday prohibitions,and state-of-emergency bans to keep up with,manag
150、ing marketing compliance in-house is quite the undertaking.If that isnt enough,your organization cant forget about client-specific business rules such as frequency of outreach,or more nuanced controls like determination of residency using zip code versus area code.If your compliance process is not d
151、one on a regular cadence,or in a centralized location,error in manual processing of these requirements or the time lapse between data change and data processing can result in costly penalties and brand damage.For example,consider the complications associated with the Reassigned Numbers Database.Unde
152、r the TCPA,consent applies to the consumer being called,not the actual phone number.This means that your organization will be held liable for contacting phone numbers for which they previously obtained consent to contact if the number has since been reassigned.To avoid calling reassigned numbers,you
153、r organization must consistently scrub your contact databases to identify these numbers and avoid penalties.If this sounds complicated to manage,its because it is.Utilizing a compliance solution that can conduct a reassigned number scrub and identify these numbers is the only way to mitigate your ri
154、sk and avoid violations.Instead of trying to navigate the myriad of constantly changing compliance regulations on your own,check out our comprehensive marketing compliance checklist to see all the ways your organization may be at risk of DNC and TCPA violations.2:INVESTING IN A COMPLIANCE SOLUTIONIs
155、 your organization safe from costly fines and penalties that accompany all these compliance risks without a solution in place?Ensuring you have connectivity to a compliance platform across all internal and external calling platforms,whether dialer,phone systems,or cellular phones,can help mitigate r
156、isk for your organization.There are a variety of compliance solutions on the market that offer various degrees of protections,including:In-house systems List scrub services Automated,point-of-dial platforms Regardless of device or access method used by your sales reps for outbound dials,a compliance
157、 solution will safeguard your team from DNC and TCPA violations.The right solution can help you:Prevent mistakes from inexperience or human error Minimize over-suppression of marketing contacts with custom controls tailored to your organization that improve your teams ability to sell Access full aud
158、it trails for peace of mind and ease of response With a myriad of constantly changing state and federal DNC laws and TCPA regulations,read on for the top benefits that a compliance solution can provide for your organization.Automate DNC and TCPA Compliance Regulations to Eliminate the Risk of Manual
159、 Error A centralized,automated compliance solution can offer protection,safeguard consumer trust,and help increase revenue by eliminating over-suppression of valuable leads and outreach opportunities.An automated solution gets in the path of every call your team makes to enable real-time,automated o
160、utbound call screening and blocking regardless of where calls are made or what type of device is used.Every phone number is screened against TCPA,state,federal,company-specific business rules,and other Do-Not-Call lists so you dont have to devote valuable time and resources trying to keep up with th
161、e ever-changing compliance landscape.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203024CUSTOMER CONTACT WEEKDIGITAL|An automated solution will ensure compliance with:FCC Telephone Consumer Protection Act FTC Telemarketing Sales Rule Federal Do-Not-Call lists State Do-Not-Cal
162、l lists Ported Wireless and Wireless Number Blocks Internal Do-Not-Call lists Robocall and ATDS restrictions If you only want to contact a consumer once a week,this type of solution will also automate that frequency,allowing your organization to devote fewer resources to preference management,elimin
163、ate human error,and allow your team to focus on generating revenue with peace-of-mind.Centralize Data Management and Auditing Who is managing federal,state,and internal Do-Not-Call lists,and state-by-state holidays,call curfew,and state-of-emergency restrictions for your organization?What processes
164、do you have in place to ensure all outbound dialers,in-office and remote,adhere to your compliance process?If you are internally managing list-scrubbing and outbound call data without a centralized management system in place,your business is at increased risk of manual error and costly DNC and TCPA
165、violations.You may even lack complete data reporting and a full,comprehensive audit trail for compliance where years of calling information across your enterprise may be critical if ever faced with a consumer lawsuit.If your organization makes outbound dials via cell phones,you will not have data to
166、 prove you tried to follow compliance restrictions if faced with a consumer lawsuit.To play it safe,a compliance solution with centralized data management and integrated call capture provides key reporting and indisputable audit trails for complete peace-of-mind from costly violation penalties.In th
167、e event of a lawsuit,a complete compliance solution will provide a record of all data,including when a transaction occurred,how the call was treated and why,and if that contact is on federal or state Do-Not-Call lists.You can also access fully customizable reports for transparency into campaign,time
168、frame,sales rep,number of calls,talk time,average time/call,DNC blocks,DNC additions,and any configured result tags that your organization may need to evaluate.By streamlining the process of outbound call compliance,this type of solution can also save your organization countless hours of manual audi
169、ting,and the fear that your internal processes will fail you.Protect Your Company Without Prohibiting Business From Being Conducted or Slowing Down Revenue A top-tier compliance solution will offer personalization and customizable,business-specific controls to safeguard your organization while you i
170、ncrease revenue.To prevent over-suppression of contacts,a compliance solution should be able to take advantage of legal exemptions and data hygiene opportunities under the law.This may include customizations for:Express or implied consent Established Business Relationships(EBRs)Removal of state and
171、federal DNC list records that have changed ownership Expiration of Opt-Out records legally Consumer preference management and“opt-down”panels Manually applying real-time timebound restrictions,such as call curfew blocks to certain contacts,and removing contacts that have opted to be put on a Do-Not-
172、Call list all within a legal timeframe can be both risky and tedious.Rather than risk human error or waste valuable resources manually honoring consumer protections,a compliance solution will simplify these processes.Instead of worrying about compliance regulations and your brand reputation,leave it
173、 to the experts.A compliance provider will track the rules and update processes as needed,creating seamless integrations with disparate systems.Investing in the right solution allows you to tailor compliance to your organization with custom controls to improve your teams outreach abilities,and to cr
174、eate end-to-end efficiencies in your overall work-and call-flow process.Rather than build out large IT technology and risk management teams to update and scale your systems to meet the ever-changing,hyper-regulated compliance landscape,a provider will do all that on your behalf and work to ensure yo
175、ur compliance program is as solid,scalable,and unintrusive as possible.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203025CUSTOMER CONTACT WEEKDIGITAL|3:FEATURES TO LOOK FOR IN A COMPLIANCE SOLUTION Whether you are considering an investment in a compliance solution to automat
176、e processes,centralize data management and auditing,or safeguard your brand reputation,there are a handful of factors to consider when choosing the right solution for your organization.Consider the following:What type of integrations does this solution require to sync with your CRM and current tech
177、stacks?Can this solution ensure compliance for third parties making calls on behalf of your organization?Will this solution automate current in-house processes?Does this solution provide real-time call blocking for an extra layer of protection?To help determine what type of compliance solution is ri
178、ght for you,here is a full list of features to consider:Outbound call screening from any phone,used anywhere Call recording with transcription and redaction of sensitive information Timeliness and accuracy of data Source of the data Processes for protection from both federal and state law Frequency
179、controls and other timebound restrictions Company-specific rules and requirements Data processing requirements Process for managing internal opt-outs Processes for managing EBRs/exemptions Pre-Call Whispers for legal disclosures required by law Audit reporting and reporting trails Redaction to ensur
180、e privacy A top-tier solution will offer Pre-Call Whispers,or voice prompts from the system,to inform agents of required state-specific compliance disclosures required by law.This may entail“No Rebuttal”language allowed,“Permission to Continue”required,if the called party“Must be 18,”if the caller m
181、ust divulge that called party has right to“Opt-Out”from future calls,or if the caller is calling an“All Party Consent”state.LEARN MORE These days,it feels like you need a full-time legal team to keep up with the ever-changing compliance landscape.Is it allowed?Is it forbidden?Stop wasting time and m
182、oney trying to figure it out on your own.Gryphon.ais real-time automated DNC and TCPA compliance platform delivers 100%warranted protection without over-suppressing legitimate contacts.The automated compliance platform checks every phone number at the point-of-dial against state,federal,and other Do
183、-Not-Call registries,applies applicable exemptions,and blocks non-compliant calls automatically.Contact(866)665-2670 or salesgryphon.ai to learn how Gryphon ONE can benefit your organization.CUSTOMER CONTACT WEEKDIGITAL|2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 2030EMBRACI
184、NG AI TO DRIVE CONTACT CENTER PERFORMANCEHearing Care Central,a division of Saint Clair Communication,handles customer calls for Beltone across the USA,with its main contact center in Illinois handling all in-bound and out-bound customer communications using the Five9 platform.Over the years Hearing
185、 Care Central has prioritized investment in its customer communications infrastructure,and its main contact center reflects this.Far from an identikit cubicle farm setup,the main contact center has been specifically arranged to reduce background noise addressing a common complaint from customers to
186、make it easier for everyone,particularly those with hearing difficulties,to enjoy clearer interactions.Hearing Care Central drives customer and agent engagement with Jabra Engage AIA long-time Jabra customer,Hearing Care Central employs a range of Jabra noise-cancelling headsets,including the Jabra
187、Engage 50,to ensure all of its customer calls are crystal-clear.As part of its continued performance success,it began to explore AI-enhanced options that would improve customer communications further,with customer experience(CX)at the forefront of its priorities.Hearing Care Central chose the Jabra
188、Engage AI solution for its performance-boosting ability to provide immediate customer sentiment analysis during live calls.Whether at home or in the office,supervisors can use the solution to remotely monitor call progression and offer instant support to agents when needed,to ensure that every call
189、is kept on track.And,because it provides valuable insights on customer communications,the Engage AI solution also enables Hearing Care Central to track sentiment over time,identifying customer experience KSPs for continued improvement and growth.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Con
190、tact Center of 203027CUSTOMER CONTACT WEEKDIGITAL|The Engage AI solution is based on thousands of hours of research.It analyzes over 6,000 parameters in our voices,measuring customer sentiment,agent tone and interruptions,as well as intonation and long pauses,all in real time.While it sounds complic
191、ated,the system is actually very simple to use,with easy to read symbols,graphs and notifications highlighting the key insights.PROJECT AT A GLANCEHearing Care Central partnered with Jabra to deploy new voice analytics software with its Jabra headsets to boost employee performance and enhance the cu
192、stomer experience.SOLUTIONJabra Engage AI engagement platform Instant customer and agent sentiment feedback based on AI driven emotional insights Comprehensive view of agent engagement and performance Improved contact center performance and voice presence Easy to set up and integrate with leading co
193、ntact center platforms Privacy ensured with no cloud or off-premises data processingJabra Engage 50 headsets The worlds best professional digital corded headset*3-microphone system with intelligent noise-cancellation for superior calls Rich call analytics for the businessBenefits Real-time call feed
194、back to support agents and enhance learning Enables supervisors to pinpoint areas where additional support is required Reveals a more comprehensive picture using customer experience metrics gathered from every call Live insights increase contact center performance Enhances agent performance and enga
195、gementADVANCING CUSTOMER EXPERIENCEHearing Care Central has been utilizing the Engage AI solution with a group of 60 professionals in its Illinois contact center,where it has already seen demonstrable results from a quality perspective.The leadership team were firmly behind the adoption,driving enga
196、gement with a program of training and communication for contact center staff.Simple to deploy and privacy-safe,the solution is designed for easy user adoption,taking up minimal screen space with only a small informative widget visible on agents monitors.“The power of Engage AI is that it gives us an
197、 instant pulse check on our individual customer communications.Analytical data based on the perception of the caller and how our agent is speaking to them is a real win for us.”-Christopher McBride,Director of Contact Center Operations at Hearing Care CentralHe goes on to explain,“Engage AI enables
198、each interaction to be scored,so we can get a better understanding of how the customer is connecting with us,and how the engagement is working out.The power of the tool is that if we need to take corrective action,we can intervene in real-time,to turn conversations around while the call is still in
199、progress.Longer term,these call histories provide valuable insight for retrospective reviews and agent training,to further enhance our customer satisfaction.”McBride explains that any initial reservations he had about how perceptive the system would be proved unfounded,“A concern we had at the start
200、 was whether the solution would perceive representatives as rude or performing unsatisfactorily when they repeated information or talked more slowly for hearing impaired customers.This turned out not to be the case.All new employees were trained on the software,with every subsequent training class p
201、roving better than before,as we were learning along the way while gaining immediate insights from the solution.Our new employees can see their initial scores and how they adjust over time to help build an accurate,valid representation of their individual performance.We can use this information to wo
202、rk with our staff,correcting behaviors for continued performance improvement.”2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203028CUSTOMER CONTACT WEEKDIGITAL|He goes on to qualify,“Thats why getting the hard data on call results is invaluable.After each call we can ask:Did we
203、 get an appointment for the customer to come in for a hearing evaluation?Has the call encouraged the customer to refer us to a friend because they had such a great experience with us?Hard data also helps us boost team morale and motivation,building engagement and buy-in with things like friendly con
204、tests,or rewards for staff that really go the extra mile.”IMPACT ON CONTACT CENTER KPISEveryone in the contact center is now trained on Jabra Engage AI once they are hired,with user goals and metrics in place that the company has been perfecting over time.The contact center began seeing an immediate
205、 impact following installation of the solution,as the quality of individual calls and overall customer experience improved.Hearing Care Central monitors customer experience via an in-depth dashboard which tracks a range of customer satisfaction KPIs.The resulting numbers really speak for themselves
206、to show the positive impact the Engage AI solution has had on their customer service index scoring.“In the last year since our contact center started using Engage AI,our business has experienced a 30%increase in booked appointments”comments Glen Otey,Owner,Alliance Hearing.“We couldnt be happier wit
207、h the results.Engage AI has really been a game change for our business.”MAKING POST-CALL SURVEYS A THING OF THE PASTOn the subject of how the Engage AI solution has revolutionized customer feedback information,Christopher McBride states“I know most companies like to do post-call surveys but personal
208、ly I cant stand them,and I know many customers feel the same!”“Jabra Engage AI gives us the power to see exactly whats going on with each call in real-time and it takes a lot of the guess work out of quality assurance.We can see how each call is progressing with the overall picture visible on our da
209、shboards,and thanks to an alarm set up we can quickly intervene if we need to,before we lose a customer.Post-call surveys have effectively become redundant,so weve stopped wasting time on them.”TRANSFORMING RECRUITMENT,TRAINING,AND RETENTIONThe professionals in McBrides team feel empowered too.The E
210、ngage AI solution is proving a powerful part of the companys on-boarding and training,helping new staffers to get up to speed more swiftly.The real-time support available from supervisors during calls is invaluable,delivering more impactful on-the-job learning,than the post-call discussions used in
211、previous training.Once on board,Engage AI offers employees immediate feedback on their performance,identifying areas to focus on,with longterm performance evaluation accrued to help them build their careers.This provision of in-depth performance data enables staff to have valuable,factual coaching a
212、nd development calls with supervisors.Since the on-call data is right in front of you,theres no debate or disagreement about whats happening on each call.Is the customer not interacting well with the contact center agent?How engaged is the agent on the call?What are the key points in the conversatio
213、n,and what can be done to improve the operatives tone of voice,their communication and how well they are connecting with the customers on these calls?This information means we can have much more meaningful development discussions and adjust staff behaviors accordingly.McBride notes its even having a
214、n impact on staff recruitment:“During the hiring process,applicants from other contact centers are considering joining us because theyre encouraged to see us using such a technologically-advanced product.I hear from folks that its just leaps ahead of the old school way of doing things listening to a
215、 phone call and providing feedback at a later time and they would love to have that technology where they work.Its a real selling feature,and seeing candidates get excited about the technology helps us choose the right people who will really connect with our approach.”Its not just onboarding where t
216、he advantages of Jabra Engage AI have been noticed.And while staff retention remains a challenge for many contact centers,Hearing Care Centrals focus on agent performance and success has positively impacted its staff retention rate.2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of
217、 203029CUSTOMER CONTACT WEEKDIGITAL|EMPLOYEES FEEDBACK“Agent AI is like my personal coach,it keeps me aware of whats going on and how Im taking my calls”“Its a little reminder at the bottom of my computer screen to encourage me to keep going”“It keeps me interacting with my customers on a positive l
218、evel”A COMPETITIVE ADVANTAGEChristopher McBride comments“We also use the Jabra Engage AI solution as a demonstration of how progressive we are in terms of our technological innovation.The power and immediacy of realtime,quality information puts us firmly in the driving seat,making us stand out as le
219、aders in comparison with more traditional contact centers,who still rely on listening to recorded calls.This is enabling us to ensure that we have our pick of the brightest and best staff to join and develop a career with us.”FROM CONTACT CENTER TO CLIENT RELATIONSHIP CENTER AND MOREThe focus on cus
220、tomer experience and enhanced relationships puts the contact center staff front and center of the organizations performance.No longer contact center agents,McBride explains that the team has been internally repositioned as a client relationship team to reflect this shift in focus;“In hiring ads,weve
221、 removed all call center language from our ads,moving our focus towards patient relations specialists,as we now need to recruit a different type of candidate.With the team experiencing rapid growth,were able to get new hires up and running faster and use the Engage AI as part of their 90-day probati
222、onary evaluation.”Expansion is on the cards too,with the client relationship center having recently moved to 24/7 operations and tripling the on-site headcount.The functionality of that department will bedeveloping over time,and as we work out whats right for those types of support calls we can cust
223、omize our Engage AI for their specific needs.”McBride summarizes his overall impression of Jabra Engage AIs impact on Hearing Care Centrals business by concluding,“Our customer experience changed drastically by using the Jabra AI solution.Ive been in call center management for 29 years and Ive seen
224、all kinds of quality improvement methods,and Jabra Engage AI is one of the most effective tools Ive ever seen.”2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203030CUSTOMER CONTACT WEEKDIGITAL|AppendixCase Study:Glance Makes Customer Consultations Less Taxing for Intuit eBook:D
225、oes your CX have a Human Connection Gap?How AI is Transforming the Contact Center ExperienceThe Comprehensive Marketing Compliance Checklist for 2023 How to avoid automation and AI failure in the contact center Achieving a customer-centric vs.agent-centric experience using automation and generative
226、AIGenerative AI With Google Cloud CCAI Platform Inner Circle Guide to Customer Engagement and PersonalizationUnlocking the True Power of the Contact Center in 2023&BeyondThe Future of Work&Employee ExperienceEmbracing the Power of Personalization Connect without Barriers 2023 SEPTEMBER|CCW Nashville
227、 Presents|Market Study|Contact Center of 203031CUSTOMER CONTACT WEEKDIGITAL|2023 Editorial CalendarStrategic Planning For CX OperationsFebruary 9-11,2023 FEBRUARY State Of Contact Center TechnologyApril 6-8,2023 APRILNew Standards For Customer Contact PerformanceMay 25-27,2023 MAY Business Continuit
228、y 2.0October 26-28,2023 OCTOBER Future Of The Contact Center:A ForecastDecember 14-16,2023DECEMBERCustomer Experience Trends,Challenges And InnovationsSeptember 14-16,2023SEPTEMBER Modernizing Service Experiences With AI&DigitalJuly 20-22,2023JULY Customer Contact Industry ReviewCCW Nashville Presen
229、ts:Modernizing Service Experiences With AI&DigitalContact Center of 2030Future of the Contact CenterGenerative AI&Chatbots For Customer ContactCX Trends,Challenges&OpportunitiesAPRILAUGUSTSEPTEMBERNOVEMBERMAYJUNE2023 SEPTEMBER|CCW Nashville Presents|Market Study|Contact Center of 203032CUSTOMER CONT
230、ACT WEEKDIGITAL|Meet the TeamBrian Cantor Principal Analyst,Director CCW Digital E:Brian.CAndy Kuang Senior Marketing Manager CCW Digital E:Andy.KMelinda Acuna Marketing Associate CCW Digital E:Melinda.ASimon Copcutt Head of Strategic Accounts CCW Digital E:Simon.CBrooke Lynch Divisional Director of Digital CCW Digital E:Brooke.LWandy Felicita Ortiz Content Analyst CCW Digital E:Ben McClymontt Director of Business Development CCW Digital E: