We know that the contact center solution ecosystem that customer service organizations use is made up lots of complex technologies, as highlighted in our latest TechRadar™report. So how do you know what technologies are the right ones to invest in — the ones that will deliver real business value?
To figure this out, Forrester partnered with CustomerThink to survey customer service organizations to understand the adoption rate of 18 contact center technologies. We also looked at the business value that these technologies deliver as defined by three questions: 1) How critical is each to business success? 2) What is the technology’s market reputation for value? and 3) How difficult is it to implement and use? Here are our highlights, and you can find actual statistics in our report:
We live in a world of increasing complexity: an increasing number of communication channels, an explosion of social data, the intertwining of sales, marketing, and customer service activities, and a growing amount of information and data that customer service agents need to answer customer questions. These issues complicate the challenge of being able to provide customers the service that is in line with their expectations — service that keeps customers loyal to your brand yet that can be delivered at a cost that makes sense for your business.
Being able to deliver the right customer service involves:
But we know that businesses must be pragmatic in choosing initiatives that will help deliver service in line with customer expectations, and at a cost that makes sense to the business.
Companies are looking at many ways to move the needle on customer service by leveraging the power of social media, mobile, and new cloud-based deployment methods. However, I hear few companies talking about what they are doing to optimize the customer service agent’s experience so that he can deliver better service to his customers.
Today, customer service agents use tens, if not hundreds, of disconnected systems to address a customer’s request. Have a look at the example of a desktop that Jacada gave me — lots of apps, and even some green-screen apps!