In this article we discuss the top contact centre benefits businesses should consider when looking to improve their customer experiences.Continue reading
Despite waning influence with younger demographics, Facebook still commands 2.32 billion monthly active users across the world, and when you add the company’s other apps into the equation, that user count rises even higher.
Yesterday saw an extended outage with WhatsApp, Instagram and Facebook all suffering for more than eight hours. While many people undoubtedly missed their daily fix of amusing content, there’s a more concerning business lesson at play here.
Facebook has become a crucial customer communication channel for many of the world’s companies. It’s now a vital link for customers who shy away from the phone or email.
Many modern contact centres have thrived on this shift towards social media troubleshooting, especially as the latest cloud contact centre solutions intelligently and automatically field social media customer queries to the next available agent regardless of the communication medium.
But what happens when these services go down and your contact centre isn’t equipped to cope?
The phones begin ringing more and emails start piling in. If you don’t have a capable contact centre solution in place that integrates seamlessly with social channels and has redundancy built in against this issue, your customer success team may be missing important information to help.
And because of the rapid nature of social media-based communication, issues are resolved far faster than traditional phone-based troubleshooting and often at a lower cost. Interaction with businesses via WhatsApp has only served to accelerate this change in customer behaviour.
The latest cloud contact centre solutions flex, adapt and react to your customers whims, patterns and seasonality as well as sudden, unexpected changes in behaviour like what happened yesterday.
If you’re interested in optimising your contact centre, we’ve prepared a contact centre supplier agnostic eBook explaining how to modernise your operations.
So, how can IT leaders determine which vendor is offering the right solution for their organisation and will also fit their budget?
The answer lies with independent technology sourcing agencies.
At Marketlinx we offer personalised strategy and solutions planning for each client, making sure that each suggested tech provider is suited to your organisation’s needs and requirements and capable of delivering the right solutions to increase efficiency and productivity. n this way IT leaders can save significant time and resources with regard to researching and vetting vendors, saving time spent on managing time consuming tenders.
Global tech innovation
A recent study conducted by KPMG reveals that the UK is the third most important market in the global tech innovation space, after the US and China. However, considering the current unpredictable economic and political context the country is facing, British companies need to up their game and become increasingly efficient, productive and competitive if they don’t want to be left behind.
A promising area where British companies could gain a significant competitive edge is the contact centre as a service (CCaaS) sector.
Understanding the complete picture
Gartner’s Magic Quadrant reports for North America and Western Europe place the UK as a mature market leader. Nonetheless, with Brexit looming, US companies are now becoming more aggressive in their quest for European market share and British companies’ risk being surpassed.
Gartner’s Magic Quadrant
It’s no secret that US companies are not easy to beat – they have broad experience with handling vast geographies, disparate environments and large amounts of users – just what Europe needs in the current circumstances.
With over 170 technology suppliers and a community of over 3,000 independent technology advisers on tap we have the knowledge and experience to deliver clarity.
Our free advisory services help you pre-screen and verify the capabilities of technology suppliers, align them with your needs and present you with a no obligation list of options to choose from and directly contract with.