A contact center and a call center are essentially the same thing, right? Well, yes and no. Call centers only field phone calls, whereas a contact center offers a variety of other ways for customers to reach out for support: email, chat, self-service, messaging apps, and social media. Why is it important to understand the difference? While a call center might work for your business, chances are your customers will be better served via a contact center.
What comes to mind when you hear the phrase customer value? You might think about money—giving customers a good price for a quality product. And 20 years ago, you’d have been right. But today, customer value encompasses much more. Today’s buyers don’t just care about a product’s price or even its quality. They also prioritize brand experiences.
The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector. Here are next three ways.
A Censuswide study found that only 24% of decision-makers at surveyed organizations were confident in their data literacy. That means over 3/4 of respondents might be making business decisions based on potentially inaccurate data interpretation. Data literacy is the ability to accurately read, analyze, and apply data. It’s a crucial skill for team members of all levels.
Internal support teams receive an average of 492 tickets per month (Zendesk). 69% of internal support tickets are resolved in one touch (Zendesk). It takes an average of 24.2 hours to provide a first response to an internal support ticket (Zendesk). Given that 69% of internal support tickets are solved in a single communication, a first response time of 24 hours seems high. It suggests that internal help desk teams may be too busy to respond to queries quickly.
Statistics show 88% of HR teams consider employee engagement a strategic priority for their organization. Employee engagement is a workplace method designed to improve an employee’s outlook on the company and invest emotional interest in the organizational goals. If the right employee engagement methods are used, employees will be ready to push their limits and work towards the organizational goals, driven by a sense of personal interest in their work.
Did you know that 50-60% of today’s organizations still rely on manual Identity Access Management (IAM)? While password management technologies like LastPass enable administrators to provision and monitor users across IAM applications, it requires admins to manually change these factors for each individual within the organization. This system can lead to lapses in access restriction and ultimately large losses in time, money, and security.
This year’s State of Project Management Survey reveals that only 23% of organizations complete projects on time, with just 43% staying within budget. But how to turn things around and improve the way we execute projects? While no two projects are ever the same, many common threads can still be found in successful projects. According to a 2018 report from the Project Management Institute, controlling the project’s scope is a universal top driver of success.
