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Link: PunkCX
In this recent podcast interview, the evolving landscape of customer experience (CX) and contact centers is discussed. CGS is a global provider of business applications, enterprise learning, and outsourcing services with a diverse portfolio of clients. The conversation revolved around adapting to changes brought by technology, demographics, and shifting customer expectations. Key takeaways emphasize the need for modernized training methods, balancing technology and human support, and transforming contact centers into value centers by focusing on customer satisfaction and advocacy.
Key Points and Ideas:
- The contact center industry is undergoing transformation due to technology, demographic shifts, and evolving customer demands.
- To keep up with the next generation of workers, training methods in the contact center industry need modernization.
- The integration of AI and technology with human support is crucial for effective customer service.
- Companies should optimize the customer journey from acquisition to brand advocacy.
- Emphasis should be on resolving customer issues efficiently and providing a positive experience.
- Building long-term client partnerships based on shared values is essential for success.
- About 20% of major brands have successfully shifted from cost centers to value centers.
- Amazon is cited as an example of a company achieving a balance between technology and human support in customer service.
- AI, while promising, is not yet mature and has biases, especially in language support.
- It’s important for companies to uphold core values and seek partners with similar values.
Key Statistics:
- Approximately 20% of significant brands have transitioned from cost centers to value centers.
Key Takeaways:
- Contact centers must adapt to technological advancements and changing demographics.
- Modernized training methods are crucial to engage the tech-savvy next generation of workers.
- Effective customer service requires a deliberate balance between technology and human support.
- The focus should be on optimizing the entire customer journey, from acquisition to brand advocacy.
- Resolving customer issues efficiently and ensuring satisfaction is paramount.
- Long-term client partnerships based on shared values lead to success.
- Shifting from a cost center to a value center is an industry trend.
- Amazon’s customer service model serves as an example of balancing technology and human support.
- AI, while promising, is not yet fully mature and has language biases.
- Upholding core values and finding like-minded partners is vital for companies.
- The industry should prioritize agent upskilling using technology.
- First call resolution and customer satisfaction are key performance metrics.
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