Contact Center and CX

As our world becomes more digitized and daily interactions span multiple channels, customers and employees expect seamless interactions and communications. Whether customers need to chat online after hours with a live service representative or employees need to communicate quickly with a colleague to answer a customer’s questions, a virtual component is a given in almost every interaction.

I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.

While a healthcare facility’s chief concern is providing quality medical care, a patient’s guest experience extends beyond purely medical concerns.

In the 20th century, customers had far more limited choices than now. You could shop at the hardware store on the corner or the one miles down the road — provided you were in a big enough city to support two hardware stores.

The modern consumer is a digital one. While it’s true people are returning to physical stores and offices, most continue to rely on digital channels as the first point of interaction (and some have made a permanent shift to digital in post-pandemic).

What kind of experiences are people having with your company? In prior years, this question was mainly aimed at your customers. Customer service was and still is one of the most critical aspects of many positions. Why? Because satisfying experiences build their loyalty and, in turn, your profitability. Therefore, expectations for worker performance have dominated conversations around employment for, well … forever!

What kind of experiences are people having with your company? In prior years, this question was mainly aimed at your customers. Customer service was and still is one of the most critical aspects of many positions. Why? Because satisfying experiences build their loyalty and, in turn, your profitability. Therefore, expectations for worker performance have dominated conversations around employment for, well … forever!

The demand for a more hands-free environment has become increasingly prevalent as we reassess what it means to interact with each other in an ever-increasing digital world. A contactless world was always on the horizon across various industries. The pandemic just accelerated the demand.

The hospitality industry suffered more than most at the height of the pandemic, forcing hotels to re-examine priorities as the world shifted into a new normal. Because so many people have taken the time to consider what’s most important to them, travel has become more than just an escape from day-to-day life. A place to sleep isn’t enough. Today’s travelers seek experiences that make them feel connected at every step of their journey.

‘Tis the season for New Year’s resolutions – and here at Mitel, we know how vital the turn of the new year is for organizations