This post was written by Miki Migdal, President, Enterprise Group, at NICE Systems.
If you’re anything like me, you love the way digital technology has made our lives so much easier. Remember the days when you actually had to look in a phone book to get someone’s number? Or even a year or two ago when you had to phone a cab company instead of just pressing a button on a Smart phone app?
The thing is, as technology gets smarter and faster, customers get used to instant services and information. Today’s customer is what’s known as the “now customer.” They have less and less patience for non-efficient service. In fact, a staggering 96 percent of customers reward low effort with greater loyalty (NICE Customer Experience Survey, 2013).
So when you’re running a contact center, how do you keep up with the pace of today’s digital services and rising customer expectations?
When it comes to resolving an unusual or complex issue, 88 percent of customers still prefer to interact with a person. Unsurprisingly, people respond best to other people. The challenge is to help contact center agents work faster and smarter by providing them with the right tools that enhance their performance.
So picture a contact center with the ability to serve the customer in the moment, as the engagement occurs, based on real-time, multichannel data and analytics. That would put those service providers, agents, and customers on an entirely different playing field!
What organizations should look for are next generation capture platforms, supporting 100% real-time analytics at unrivaled scale, speed and cost efficiency. These platforms allow companies to incorporate real time interaction data and analytics, at scale, into all of their service processes, transforming their contact center into a real-time engagement center. And what’s better than having the flexibility of choosing the type of deployment that fits each organization’s needs? It is also helpful to look for software that offers both on-premise and cloud based deployments.
'Knowledge is power', Francis Bacon once said; but real-time knowledge also makes a faster, smarter, safer contact center. The best way to serve today’s “now customer” is to transform your contact center into a real-time engagement center. Not to mention having happier agents, happier customers, and a better bottom line.