There is no magic solution for delivering great customer experience every time. Size, scale and sector all create a set of unique challenges that have to be overcome on the quest for excellent CX.
Unpredictable situations disrupt contact centers. In the utilities sector, for example, extreme weather events can interrupt the power supply and bring calls, emails, SMS, social media posts and web chats flooding in. The number of advisors has to increase to meet high demand. And if the power is out completely, frontline messaging – the first things that customers see or hear when they get in contact – needs to be updated to show the latest information.
For a town just outside of Glasgow, for instance, a frontline message such as an IVR script would have to adapt to provide up-to-date, relevant options to callers. If this was all in a Glaswegian accent it would be a huge bonus. Such a level of personalization requires flexibility and agility to meet the needs of customers, even without advance warning.
Changes in the way contact centers are set up are not always triggered by disasters. Sometimes increased demand can be planned. A new digital campaign for a major retailer, for example, could generate a strong response on social media channels, whilst the number of callers may decrease, prompting rapid changes in the customer service environment, such as an increase in automation or machine agents.
Contact centers need to be ready for anything: scaling to meet demand whenever it spikes, wherever customers are and however they choose to get in contact.
Agile contact centers meet customer requirements. Gartner® Inc. has identified ‘Agile Contact Center’ as one of their Use Cases in their Critical Capabilities for Contact Center as a Service Report 2019.
Content Guru has received the second highest use case score with 3.59 out of 5.0. We believe that storm® has an intuitive, easy to use drag and drop interface, so that any changes customer service managers need to make can be done immediately, straight from the portal. This allows fast updates that respond to changing environments, with the focus on always going beyond the expectations of the customer – be it adding new capabilities such as AI or WFM, or adapting in accordance with operational or budgetary factors.
 Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, Simon Harrison, 16 October 2019
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