Here’s a digest of what happened in the Call and Contact Center industry this week;
- In today’s world, messaging is the most popular human-to-human communication, with over 560 billion texts exchanged monthly worldwide. Whatsapp records more than 65 billion messages every day. Businesses are developing chatbots to improve customer engagement and provide timely feedback.
- The work of call centers in the U.K has been the center of fly-on-the-wall programs such as The Call Centre, showing the highs and lows of working on the phones all day. They have also been the center of scams due to the high-pressure sales environment.
- Seventy percent of buying experiences are based on how the customer feels they are being treated, and if you do it right, they will stick around. It also costs 6-7 times more to attract a new customer than to retain an existing one,
- On Monday, Quicken Loans Inc. said it is extending through the end of May operations at its call center, where it schedules COVID-19 tests at the former Michigan State Fairgrounds in Detroit. The call center has planned more than 20,000 tests since mid-March.
- COVID-19 has blossomed new business models. Telehealth is probably the most vibrant example, and social distancing is pushing the envelope of virtual care. Healthcare providers are switching to videoconferencing by applying the Japanese lean manufacturing principles of waste elimination (Muda).
- Cloud-based contact center solutions offer you an umbrella under which all your customers are managed. They provide unified communication solutions by integrating all customers’ media to contact you – email, chats, calls, etc. Get a guide to finding the best contact center software for your business.
If you’re considering digitalizing your contact center operations, get on a call with Call Center Studio.
Thanks for catching up on our call center news roundup. Have a lovely weekend.