Contact center

The shift from voice to digital interactions - Dimension Data Global Contact Centre Benchmarking Report 2015
Paul Scott is Senior Director, Customer Experience Consulting, at Dimension Data. In this interview Paul weighs in on why and how contact centers need to catch up with the digital reality – or die. Since the company was founded in 1983 in South Africa, Dimension Data has rapidly become...
Genesys CEO Paul Segre at GForce 15 - via Twitter
With customer service and customer experience gaining the attention they deserve (well, the customer really) and the contact center being  in transformation from the organizational and functional viewpoint amid fast changing technologies and customer expectations, the vendor landscape is changing too. As there is no single solution that can tailor...
digital-contact-center-concept
At the 2015 edition of the Customer Contact Expo in London, several keynotes and workshops stood out. One of them, presented by Dimension Data's Paul Scott (read an interview) had a title that leaves little room for interpretation: 'Go Digital or Die!'. It's a message that could apply to many...
Matt Dixon quote CEB
Matthew - Matt - Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn't ring a bell: Matt also wrote "The Challenger Sale: Taking Control of the Customer Conversation” and "The Effortless Experience: Conquering the New Battleground for Customer Loyalty". Effortless (customer)...
Providing good customer self-service possibilities is a must. We have all the possibilities to enable it, customers want it and with smart technologies we dispose of the potential to make it more creative, relevant and a differentiating experience. Several brands have even succeeded in dramatically lowering customer service costs by...
Forrester customer experience measurement infographic – NPS and CSAT not enough
On top of being incredibly important, the customer experience is also one of the hottest topics in 2015. Customers, what they expect from businesses and how their behavior has changed are major driver of digital marketing transformation and even take center stage in many digital transformation projects overall. Virtually everyone...
Where contact centers are missing the mark with customer care - Ovum
Contact centers are facing numerous challenges as customers become more expecting, display channel-agnostic behavior and use an increasing number of unstructured communication channels and data formats. As the contact center keeps going through digital transformations whereby "simple" tasks and processes get automated, channel preferences gradually shift and the fight to...
Nicola Millard
On April 30th and May 1st, London hosted the second edition of the Social Customer Service Summit. Mission: exploring the convergence of social and digital customer service. Among the keynote speakers on the first day: Nicola Millard, futurist, psychologist and Head of Customer Insight & Futures with BT's Global...
Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches to be more customer-centric. While customer-centricity isn't new, it's increasingly used in the context of, among...
The opening keynote in the Customer Service Excellence Arena at London's 2014 Customer Contact Expo was titled" SuperAgent 2020: The future of the contact centre". It was presented by Dr. Nicola Millard, Customer Experience Futurologist at BT Global Services. Full disclosure: I've been working with BT Global Services for many...
Customer service and contact center
The contact center and customer service department as key value creators in a changing economy. The role of contact centers (for service) and customer service departments is shifting towards the center of the organization and value creation. Customer engagement, the customer experience, frictionless interactions and case handling, customer service quality...
The impact of an omnichannl customer experience program - Aberdeen Group report - PDF
According to a report by Aberdeen Group, companies with omni-channel customer care strategies have 91% better year-over-year (YOY) customer retention rates than others. An omni-channel customer experience management approach doesn't only result in higher retention rates. There is also a better YOY percent change in essential customer and business...
People these days want a personal and personalized customer service, and they want to be heard. It’s our jobs to take their input into account and improve our business processes. Consumers don’t only voice their opinions, thus providing you with crucial data (think about social media monitoring, for example),...
I’ve just been reading an excellent whitepaper, providing new views on customer service, authored by Dr. Nicola J. Millard, Customer Experience Futurologist with BT. Dr. Millard recently penned a whitepaper titled “Clouds, Crowds and Customers: Doing Business as Unusual” and it’s full of enough great insight to span more...