What technologies CS&S leaders value most in 2023
Gartner says the technologies with the most current value to service and support organisations are those that support assisted service. “Today, the most impactful technologies in service are ones that support reps to deliver low-effort, value-enhanced experiences in the live channel,” said Lauren Villeneuve, Sr. director of advisory in the Gartner Customer Service & Support […]
How to up contact centre efficiency by 30%
Gartner predicts that by 2026 customer service functions that implement the “connected rep” will improve contact centre efficiency by 30%. The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to reduce rep effort and increase […]
Best practices for managing customer experience
To cope with restrictions due to the Covid-19 pandemic, companies accelerated the digitalization of their customer experience journey. With an increase in digital interaction between customers and businesses, companies are now eager to optimize customers experiences for engagement and business insights. In a Cxociety C-Suite virtual roundtable discussion titled “Best kept secrets in sustained customer […]