Imagine a world where a customer is searching for a solution to a question they have about your product. They skip the search engine – who wants to wade through answers to find the one that’s right and up-to-date? – and head directly to your website
An agent logs in to her computer and sees she has been assigned a callback to a customer who reached out the previous day about a missing credit card payment.
The nature of work is changing. The addition of new generations to the workplace, the lasting effects of the pandemic on consumer and employee behavior, and the need for resiliency amid economic uncertainty have combined to create a perfect storm of challenges for the contact center.
Whilst many of us remember the well-known story of Maria and the Von Trapp family in “The Sound of Music,” I suspect that many more will be able to recount, much less fondly, a “horror story” regarding their utility supplier.
Bhagyashree Bhoyar became enamored with technology as a profession when she realized she could help create something bigger than herself and benefit others.
Today’s customers are extremely informed and savvy because they are constantly self-educating through online content. They expect all necessary information to be readily accessible and easy to find.
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NICE named a worldwide Leader in 2024 IDC MarketScape CCaaS report