CX News - week of 12 January 2017
Unified Communications
Search Unified Communications journalist Katherine Finnell recently wrote an article examining key trends affecting organizations in 2017. Additionally, Katherine gathered insights from industry analyst such as, Frost & Sullivan’s Nancy Jamison and Gartner’s Noah Elkin.
http://searchunifiedcommunications.techtarget.com/news/450410552/AI-messaging-top-unified-communications-industry-trends?utm_campaign=suc_networking&utm_medium=social&utm_source=twitter&utm_content=1483737585
Artificial Intelligence
Forbes contributor Bernard Marr discussed the integration of analytics, Big Data and AI into the call center landscape permanently. Marr points out there are various ways companies can utilize data for enhancing their call centers – specifically through predictive analytics, speech analysis and NLP.
http://www.forbes.com/sites/bernardmarr/2016/09/06/how-analytics-big-data-and-ai-are-changing-call-centers-forever/#61805715b269
Call Centers
WSJ’s Ryan Knutson highlights consumers’ greatest fear regarding social media, and what users’ data is really used for. Knutson points out that the next phase of the call center evolution will assign customer service representatives to callers based on what they’ve said on their personal Facebook accounts.
http://www.wsj.com/articles/that-anonymous-voice-at-the-call-center-they-may-know-a-lot-about-you-1483698608
Omnichannel
Independent Retailer recently ran a contributed article from BIllPro’s Director of Marketing & Communications, Kirsty Tull. In the piece, Tull discusses how the success of omnichannel companies is dependent on the amount of focus they put on their consumers. Additionally, Tull explains the value in giving customers the same experience both inside the store, as well as through mobile and desktop views, as it is a key component for retention and success.
http://independentretailer.com/2017/01/10/successful-omnichannel-means-focusing-on-the-customer/