We live in a digital world where customers, employees and businesses are only milliseconds apart, no matter where they are. Almost every business now has roughly the same access to manufacturing centers, innovative employees and customer bases, regardless of its location. Though this gives every business the opportunity to operate at its highest level, it also means there has never been less separating competitors in a particular niche, sector or industry.
Brands are changing where they compete. They are moving away from factors where there is little opportunity to stand out, such as price, product quality, features and geography. Instead, they are competing on the factor that customers still value most: the customer experience. By focusing on meeting their customers' needs—especially when customers are most in need of help—brands can build customer loyalty, garner positive reviews and build a winning culture.
The contact center is the heart of the customer experience. No one contacts customer support because they are happy. Customers ring the contact center because they are confused, frustrated or angry. No matter how good your product, marketing or sales teams are, your customer experience team will determine whether or not the customer stays your customer. If it cannot, the customer will go elsewhere.
Staying ahead of contact center automation trends can help you scale your ability to serve customers effectively. Instead of forcing unhappy customers to hold for the next available representative, automation helps you serve more customers at scale. Chatbots can answer questions using natural language. And big data analytics and omnichannel solutions will let you personalize service while delivering a consistent customer experience across every channel.