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EMEA Blog

It’s not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which fluctuate depending on developments related to the COVID-19 pandemic. Companies need a fast way to reduce call volumes and still provide the support that customers are looking for.

Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, “Why can’t I message this company in addition to calling or sending an email?”

Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service.