5 Reasons Contact Centres Need Unified Content
‘Unified communications’ is a term that gets thrown around a lot in our industry. There’s no secret it means a big piece of new kit. But here at Adexchange, we challenge the idea that contact centres need to buy a ton of software to unify their communications.
Put The Words In
‘Actions speak louder than words’ is something we hear a lot. What we don’t talk about enough is how words influence actions. When it comes to contact centres, language is often the driving force of customer decisions, the variable in growing success rates, and the limb on which everyone leans to make the job good. It’s worth us becoming fluent in its subtle superpowers.
Contact Centre Trends – The 5 ways the industry will transform in 2021
J. R. R. Tolkein might have been born in 1916, but it’s like he saw 2020 coming a mile off.
“It does not do to leave a live dragon, out of your calculations, if you live near one”
We’ve all lived near the same dragon this year. There’s nothing like a global pandemic to make us all feel like neighbours, hey kids? But going back to Tolkein’s words, whilst this year has proven that predicting the future can feel impossible, it’s also a year that’s taught us the linchpin importance of planning.
Self-Service - it’s what they want
Self-service used to get a bit of a bad rap. Oh, how the tables do turn.
Groans of “Can I just talk to a human please...?” have become prayers of “Can I just sort this myself?”
“I don’t want to deal with robots” has sea changed to “Tell me there’s a way to do this online?”
Wails of “This isn’t like it used to be!” have calmed to sighs of “I don’t know how I used to do it like that”
The Digital Shift is Here for the Taking
When push came to shove for the digital shift, is when life turned into lockdown. Coronavirus has moved the world online faster than any marketing campaign could ever have done. From weddings to medical appointments and contact centres, some of our most primary interactions have gone virtual. And whilst wedding vows on Zoom might not catch on, for many businesses, this shift is not only working, but knocking old methods out the park.
The Value of a Quick Response
Quick response is a lifeline for contact centres in unusual situations. And boy, have things been unusual lately. 2020 has already totally rebranded ‘business as usual’ into bizarre’s wildest brainchild. As we all continue to weather the whirlwind, here at Adexchange, we’re reflecting on the mitigating power of “quick response” messaging.