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Articles by Clay Heinz
Check Your Priorities-Are You Really Putting the Customer First?
Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile, some companies are redefining what it means to prioritize the customer. Although customer experience correlates to customer loyalty and financial results, companies still struggle to deliver excellent experiences to their customers.
Research: The Future of Customer Service is an Adaptive Workforce
One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly applying artificial intelligence that’s merged with other technologies like machine learning to its human workforce.
Excellent CX Eludes Most Brands
New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of the U.S. customer experience grew only by an anemic 0.4 points, to 70.2 from 2018 to 2019. According to the report, 81 percent of customer experience stayed the same, while only 14 percent of customer experiences improved, and 5 percent declined. In addition, elite brands remain stuck.
Human Resources Adapts to a Changing CX Workforce
Anyone working in the contact center space knows that finding and engaging top-performing front-line employees is a challenge. Companies are hard pressed to attract and retain customer care workers in the midst of low unemployment rates, expanding competition, and changing expectations from potential staff about what they want in a workplace environment. A strategic use of human resources can be the secret weapon to help a company stand out among competitors.
Take a Smart Seasonal Approach to Health Insurance Open Enrollment
Open enrollment has become a make-or-break time for insurers. Besides the pressure and competition to entice and enroll members in individual, family, Medicare, and other plans, the process to prepare and staff for the season is full of rising costs and inefficiencies. Companies essentially restart the process each year, accruing higher costs every time.
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