12 customer service resources that CX leaders need to review before 2019
When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information. These curated items include some of our most-read posts along with white papers call center leaders will appreciate.
Here’s what the experts said about customer service in 2018:
1. [Insights Report] CCW Executive Report: Remote Agents
This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents. It also debunks myths around concerns about organizational culture, agent engagement and managing performance. The report features Liveops contributors CEO, Greg Hanover and VP of IT and Security, Paul Leavens as well as Pier 1 Imports’ Senior Manager of Customer Relations, Laurie Simpter, Beachbody’s VP of Organization Development, Cory Kreeck, and Toll Brothers’ Director of Culture and Brand Awareness, Kendal Jolly.
2. [Blog Article] How AI will change the nature of contact center work
A top post from Contact Center Pipeline is a recent piece on the role artificial intelligence (AI) stands to play in customer service. Although organizations are moving ahead in planning deployments of AI and automation projects, uncertainty abounds. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows.
3. [Blog Article] How to turn dead air into an engaging customer experience
Humanizing your call increases engagement and dead air is the perfect opportunity to make conversation. Take the same approach as if you were helping them face to face during a lull. That means ask how their day has been, whether they’re enjoying the weather or simply let them know the reason for the pause. When you make a connection, you’re brightening someone’s day and very likely your own, as well.
4. [Infographic] Meet your new call center talent
To attract top talent, think like top talent. That was the approach we took in creating an infographic to illustrate the story of dynamics that lead to sourcing great talent. We then applied research and analysis to pull together data and characteristics that help define the modern workforce.
5. [Blog Article] Call center work hasn’t evolved with workers needs, agents say
The reasons people love working as remote call agents for Liveops are as varied as their life stories. But they all agree on the top reasons why they hope they won’t ever have to set foot in a traditional call center again. The list begins with “butts in seats” and wraps with the negativity associated with constant close monitoring. These are the reasons people continue to venture beyond the bounds of regular work arrangements.
6. [Insights Report] 2018 Call Center Industry Report
Customer service has evolved, but have call centers? It’s no secret that call centers are struggling to keep pace with changing customer needs, particularly during this period when the need for service has tightened competition for talent. Our 2018 survey of more than 750 leaders in customer service reveals eight areas of opportunity, including ways of sourcing high-quality agents and the need to understand the pros and cons of engagement channels.
7. [Blog] A brief history of the gig economy
What does the gig economy have to do with call centers? A lot. This retrospective read touches on how people worked in the 19th century that rapidly winds its way through the rise of the gig worker. Some statisticians estimate the gig economy will represent 40 percent of the American workforce within another year—with customer service being a clear fit.
Another item that drew a lot of interest on Contact Center Pipeline is a piece that aims to raise awareness of social engineering by people who call agents and threaten to leave horrible reviews on social media unless they are provided information that is otherwise confidential. The problem is these folks are deceiving agents to get information they can use in identity theft.
9. [Checklist] Customer Contact To-Do List
Customer Contact Week’s white paper provides clear-cut strategies for better performance. Topping the list: Create a “Voice of the Agent” program to elevate the valuable frontline insights. An equally pertinent but more challenging suggestion is for executives to truly unify the customer experience.
10. [Blog Article] How to Assess Contact Center Success
Check out this short post by Paula Bernier, Executive Editor at TMC.net, to glean insights into what may be new metrics to use to drive performance in 2019. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.
11. [Blog Article] Have Contact Center Jobs Evolved as Businesses Adopt Omnichannel CS?
This post explores approaches call centers and hiring managers should take to get in step with the very near future of contact center operations. Organizations need to adapt to workers seeking flexibility and competitive pay. And instead of focusing a candidate search for the most veteran applicants, managers may want to assess for an ability to work in various channels. The younger person with little to no experience in customer service with a background in social media likely brings the value you need for a chatbot.
With a list of the five essential best practices for deploying a home-based workforce, our whitepaper gets you started in reaping the rewards of remote workers. You’ll learn how to enable real-time performance management, optimize training with distance learning, maximize agent desktop security and align compensation with performance.
That’s a wrap on 2018!
A lot happened as far as customer service and contact centers this year—and it doesn’t show signs of slowing down anytime soon. Subscribe to the Liveops blog above to receive future updates and curated content about the changing landscape of contact centers and virtual agents in 2019 and beyond—you won’t want to miss out!
Did we miss a notable customer service focused article or resource that made an impact with you this year? Let us know in the comments below.