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Almost everyone would rather talk to a real person than automated communications when they call a company, according to a new study by B2B research firm Clutch. Of 501 people surveyed, 88% said they preferred speaking to humans and 72% said they usually speak to a human after encountering an IVR menu.
Developers will always be biased toward code, and operations will always be more concerned with troubleshooting and and recovery procedures. And that’s OK. But you should know not to get too code focused or you’ll find yourself in a “Worked Fine in Dev” situation.
Many contact centers are cutting-edge technology adopters, so why has the migration to agile and DevOps practices not been fully embraced by some organizations?
Even with careful planning, technology failures or disruptions can occur and negatively impact customer experience. So how can you minimize risk, accelerate release cycles, reduce costs and consistently deliver a quality customer experience?
mmer Cloud Platform (HCP) is intended for infrastructure planning, application development (AppDev), DevOps, operations, and quality assurance (QA) teams who need to frequently execute tests to ensure their contact center applications are ready for business.
As predicted, 5G technology was the main focus of MWC19 Barcelona (formerly Mobile World Congress). Speaker after speaker touted the importance of deploying 5G as quickly as possible. Tech companies from all over the world showcased their 5G capabilities. Though 5G was a big topic at MWC the past few years, there’s clearly more urgency than ever. The impact of 5G will span industries and save lives.
The reality of conducting business in the digital world is that technology is more in control of customer experience than we humans are. Consumers have high expectations. When things don’t go well, unmet expectations can devastate a company’s reputation and even negatively affect market share.
The deployment of 5G technology, which is happening much sooner than expected, will “touch and change our lives like never before” while bringing new performance expectations to the telecommunications industry, according to a new white paper by the Telecom Regulatory Authority of India (TRAI).
We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.