Overcoming Communication Disconnects in the Digital Age

Loyalty Isn’t EnoughWhen it comes to customer loyalty and having a bad customer service experience, the study confirmed what we already suspected: When customers don’t get what they want, they’re prone to walking away. According to the survey, customers stopped doing business with brands an average of four times last year due to poor customer service. As for Gen Z and Millennials, they cut ties five times on average in the same 12-month period. Happy employees lead to happy customers. Most successful businesses today understand that customers have high service expectations, and companies need to empower their frontline employees to deliver on these expectations. What’s Trending in CX Today Blair Pleasant September 17, 2019 Organizations that truly care about customer service start with a understanding of what digital consumers really want. circle diagrams.png Decoding Dialogflow: Enabling Voice Brent Kelly September 16, 2019 The seventh in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI See All in Contact Center & Customer Experience » This was the clear takeaway from a recent study that RingCentral commissioned. The intent of the research — based on a global survey of 2,000 customer-facing knowledge workers and customer support employees — was to learn more about the connection between employee engagement and customer engagement. The findings were unmistakable: Employee and customer engagement are inextricably linked. To learn more about how you can solve the employee and customer engagement equation, read the infographic and eBook.Tags:News & Viewsintegrated communications platformRingCentralcustomer loyaltyengagementContact Center & Customer ExperienceCloud CommunicationsCustomer ExperienceReal-Time CommunicationsTeam Collaboration Tools & WorkspacesUnified Communications & CollaborationVendor Perspective Articles You Might Like Solving Engagement ChallengesHow do we resolve this employee and customer engagement challenge? Consider that over 90% of survey respondents said that an integrated communications platform would enable them to better engage with customers and collaborate with coworkers. This would result in both happier employees and customers, improved customer satisfaction scores, and increased business profitability. Why You Need to Care About CX of Connected Consumers Blair Pleasant September 30, 2019 Today, enterprises are distinguishing themselves with personal, robust customer experiences. But can it be too much? The research also showed that customers want to engage on their terms and using their preferred digital channels, such as social media, live chat, in-app messaging, online communities, video conferencing, email, and more. For brands to stay competitive, they need to provide customers with the access they expect through the channels of their choice. Cisco Touts Webex Contact Center-Calling Integration Beth Schultz September 23, 2019 Company talks up other enhancements to cloud platform, as contact center partners make service news of their own. Empowering Your EmployeesSo, if customers expect great service, why aren’t companies delivering? According to the survey, there are several reasons, and they relate to disjointed communications technologies. For example, 74% of frontline employees said they couldn’t serve customers effectively because they didn’t have a communications platform that allows them to seamlessly collaborate with customers and coworkers to efficiently resolve customer issues. Additionally, nine in 10 said that disjointed communications technologies negatively affect workflow and job satisfaction—and this, in turn, impacts customer satisfaction and the company bottom line. How to Plan a Smooth Contact Center Cloud Migration Elizabeth Magill September 24, 2019 A strategic migration plan must answer three important questions. Developing Engagement StrategiesCompanies need to empower customer-facing employees with the communications tools they need to delight customers. In designing a digital transformation strategy, businesses need to think about employee and customer engagement as tightly connected—two sides of the same coin. Log in or register to post comments read more