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for Tag: Customer Experience
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Modern Customers Call for Modern CX Processes

Posted by ISG Software Research on 01 June 2023

Analyst Viewpoint Customers change, technology changes, but do business processes change in response? They must if organizations want to remain competitive. Customers now expect expansive service experiences; organizations that fail to deliver them will lose customers and revenue. This elevates the importance and profile of customer experience (CX) initiatives. But many efforts fail to move the... Read More

Topics: Customer Experience

Why Unifying UCaaS and CCaaS Makes Sense

Posted by ISG Software Research on 15 May 2023

Analyst Viewpoint The drive to move communications tools into the cloud was not supposed to create more silos, but unfortunately the division between internally focused business communications tools like phone and chat (Unified Communications as a Service, or “UCaaS”) and contact center solutions (Contact Center as a Service, or “CCaaS”) did just that. Many organizations maintain two separate but... Read More

Topics: Customer Experience

Automation Should Support the Human Agent

Posted by ISG Software Research on 31 January 2023

Analyst Viewpoint Contact centers are experiencing a golden age of technology, thanks to new tools like artificial intelligence (AI) and cloud computing. Much of what’s new is being used to automate repetitive elements of the agent’s job and allow for more advanced self-service on the part of the customer. Many organizations look to automation to control costs by making people more efficient.... Read More

Topics: Customer Experience

A Complete View of the Customer Enables a Better Experience

Posted by ISG Software Research on 19 July 2022

Analyst Viewpoint A lot is said and written today about “the age of the customer” and terms such as “customer journeys” and “customer experience” are used in many contexts. However, unlike in the ‘90s, it’s now possible for organizations to develop a more complete view and interact with the customer in a personalized manner. Our benchmark research finds that most organizations (70%) have come to... Read More

Topics: Customer Experience

Get Ready for the New Era of Customer Experience

Posted by ISG Software Research on 16 July 2022

Analyst Viewpoint Organizations had to move quickly to cope with the shock caused by the pandemic in 2020. They had to recreate their operations in remote form, using technology to extend into workers’ homes to stay open. In the process, this revealed that the tools and business practices traditionally used to run contact centers were out of date. Sometimes a way of operating is successful enough... Read More

Topics: Customer Experience

Contact Center Quality Processes Must Modernize for the Digital Era

Posted by ISG Software Research on 15 July 2022

Analyst Viewpoint The tried-and-true quality assurance processes that many contact center practitioners relied on for years are probably well out of date. It is time to reevaluate how quality is tracked and measured, and to implement some sensible new practices that take into consideration the ways in which operations have evolved. Traditional quality starts with recording—grabbing the actual... Read More

Topics: Customer Experience