For contact centres, seamless communication is essential to enhance customer experience.
An engaged customer is more loyal, 90% of them buy more frequently and 60% increase their spend, delivering three times more value to a company.
Today’s digital world
Every business interacts with customers but few have adapted to their modern communication preferences:
- It is more than just a contact centre team member that influences customer experience – technology plays an ever-increasing role.
- Many existing call centre implementations are outdated
- Today’s customer and business has evolved digitally so contact centres must continuously adjust to satisfy that change
The influence of mobile technology
Today we’re more mobile than ever before. Our smartphones are often the first things we look at in the morning and the last things we look at night
Smartphones and digital applications that we rely on in our personal lives have completely transformed the way we work and the customer experience we expect.
The mobile consumer is:
- more intelligent
- more personal
- more social
Millennials use mobile devices for everything. By 2020, brands are expecting customers to manage 85% of their B2C relationships without any human interaction, and 70% of professionals will do their business via a mobile device.
Millennials are our customers and employees
Millennials are not only your customers but they are your workforce. Utilising them and building your business by using their knowledge to help your business.
Build customer loyalty in a changing consumer market
Today’s customer is no longer content to wait in line or hang on hold for even a few minutes. Instead, your customers want to connect with you through their preferred channel – SMS, web chat, social media and video – and they want to do so without delay.
Build workforce loyalty in a changing digital world
Technology is aligning to not only support a workforce on-the-go, but also enhancing the way we communicate and inspire next-level innovation. Connecting international offices, remote employees and field staff as your company grows is no longer a communications challenge, but an opportunity for effective collaboration.
Keep communications seamless
The mobile workforce is a trend here to stay – in fact, by 2018, it’s expected that 70% of mobile professionals will do business on mobile devices. But mobility should never hinder productivity. Your communications and collaboration tools should be designed with mobile in mind so you can have an in-office experience that’s consistent across all your mobile devices, no matter where you are located.
Engage your team
Did you know 36% of employees would choose flexible working options over a pay rise. Not only can a mobile collaboration strategy improve employee morale, but it creates meaningful connections with employees who may be located out-of-office, creating a collaborative working environment.