Please enter your username or the email address associated with the account so we can help you reset your password.
Ten years can go by in a flash. Our lives, work, technology – all can evolve in a surprisingly short period of time. Consider your experience when you contacted a company for service a decade ago – if I had to guess, it was probably by phone … and the call center that responded had you wait in a queue before entering repeatable steps to serve each interaction.
Now, fast forward 10 years – and consider all of the recent advancements that are common in today’s contact center: AI, virtual assistants, natural language processing, robotic automation – these are just some of the newer technologies that have re-shaped how work is performed in the contact center, enabling brands to proactively service their customers more efficiently.
But let’s discuss how this evolution came to be…
Aside from the impact of the internet a decade or so earlier, this period could arguably be considered one of the most innovative periods for the contact center ever … as it raised the bar on operational efficiencies, opened the door to new revenue opportunities, and identified customer experience (CX) as a key differentiator to long-term customer loyalty.
And if you consider how contact centers have evolved – from physical to virtual, from manual to automated, and analog to digital – this evolution has paved the way for the contact center to become a true digital customer engagement center, discovering new ways to proactively service customers in a digital-first world.
There are several drivers that have impacted this change over the past 10 years, including:
In Gartner’s annual “Critical Capabilities for the CRM Customer Engagement Center” report , it highlights several key capabilities that are must-haves to stay ahead of the curve for delivering optimal customer service. These include:
Digitally native customers deserve frictionless, personalized experiences every time they contact your organization for service. And it is by no means an easy task to keep pace with all the new channels and technology trends emerging. Instead of adding every shiny new communication channel that exists, your service organization needs to adapt more quickly and adopt more advanced processes and technology in the backend – like the top five key capabilities above. This will help service organizations shift away from a siloed, channel-centric approach to being truly customer-centric and become proactively closer to your customers’ needs.
In Gartner’s 2019 “Magic Quadrant for CRM Customer Engagement Center,” Pega was recently named a leader for 10 years running – playing a key role with evolving the contact center over the last decade. Having a digital CRM Customer Engagement center like Pega Customer Service™ optimizes engagement and efficiency across all customer service touch points, including the wide variety of digital messaging channels such as Twitter, Facebook, SMS, chat, and beyond.
Clients like Cisco, Anthem, and Great American Insurance Group are all great examples of how their contact centers have evolved into a CRM Customer Engagement Center, realizing success with changes over the last decade. For example:
By digitizing and automating their customer service model from end-to-end, Cisco reduced waiting and handle times, improved consistency, accuracy, and resolution times, and realized an 80% cost savings.
Anthem created a “Solution Central” service that analyzes a variety of data, including the context of a customer’s current interaction, and applies decisioning technology to recommend and guide service reps on their customer interactions.
Great American Insurance Group simplified its customer service by consolidating 15 systems into one unified CSR desktop that uses AI and intelligent process automation to deliver exceptional CX.
View Original Article