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Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

Get it on Amazon (Kindle/Print)
 

Most companies to keep remote & hybrid contact centres

AI and automation seen as keys to better service and CX

Contact center leaders are increasingly prioritizing the experiences of customer service representatives to improve customer experiences, according to a Forrester Consulting study commissioned by CallMiner, which also found that the majority of organizations also plan to maintain their remote or hybrid contact centres.

Widespread remote work, a boom in digital interactions, and increased automation has resulted in brands seeing the phone as the new empathy channel. To effectively arm CSRs for these emotionally driven customer interactions, organizations need to capture data on customer journeys and interactions, and implement new tools to support supervisors and agents.

In fact, nearly two-thirds (65%) of respondents have increased their focus on improving the CSR experience, through means such as adopting AI and automation technologies to empower CSRs to be the 'empathy agents' that customers require.

The study found that:

"The pandemic upended the standard ideas of customer service. To meet these shifting demands, organizations have had to accelerate digitalization, automation and AI strategies," said Jeff Gallino, CTO, CallMiner. "To effectively arm CSRs for every customer conversation, including the emotionally driven ones, brands must prioritize analyzing every interaction. Being able to interpret emotion and identify patterns from customer interactions at scale enables organizations to more effectively support CSRs and use those insights to drive improved enterprise-wide decisions."

The study also shows that organizations are turning to specific practices and product capabilities to meet these challenges, including:

"Contact center agents and CSRs are key to shaping brand experiences, and when they feel supported and empowered, it's no surprise that customer experiences improve. When organizations prioritize the strategies needed to improve customer loyalty and customer experiences, business improvement follows," concluded Gallino.


Sources: CallMiner /
The Marketing Factbook.
Copyright © 2021 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

The Marketing Operations Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is the marketing book you can't afford to be without.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

This comprehensive and practical guide to the latest ideas in marketing operations hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Operations Playbook at your side, you'll gain to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark