By now, most of us involved within the Telecoms space will have heard about Voice over LTE. Like any new technology, it comes with a lot of hope and promise to improve customer experiences and reduce operating expenses, but what exactly is it and what challenges will it present for the service provider.
There is a perception in many enterprises that firewalls and security measures are only needed to protect vast sources of stored corporate or consumer data. Voice after all is inherently secure right? Not exactly.
Customer experience in the contact center is paramount in customer retention. Technical issues, even minor ones, can have an enormous impact on a consumer’s perception of a company.
2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.
Companies test just about every product before bringing it to market, from jet liners to smart phones. Before products come in contact with customers, companies already know how they’re going to work and what experience the user will have. New products might have a minor glitch here or there, but the big stuff is assured.
There is no denying that the rollout of the new Health Insurance Marketplace in the US has been a debacle. After all, the person ultimately responsible for the project testified before congress and said, “Hold me accountable for the debacle; I’m responsible.”
Like end-to-end testing, monitoring can be grouped into key categories. This will enable you to better focus on issues to get them resolved quickly, with minimal impact to the customer experience.
As soon as Buffer realized it had been hacked, the company sent out an apology and informational email. The company also responded quickly to emails, social media posts, and comments on its blog. There was no hiding or keeping silent. This earned the organization huge kudos in the eyes of its customers.
Today’s communications environments are very complex. If you’re not monitoring your systems on a consistent and constant basis, you will undoubtedly run into trouble. At the same time, a comprehensive solution has to have a variety of functionalities in order to successfully monitor this type of environment.
Today’s customers have an expectation that they should receive a quality experience when they contact a company. Whatever their reason for reaching out to an organization, they work under the assumption that technical issues aren’t going to get in the way of communications.