ISSUE 8
February 2022 Brought to you by
MA R C H 16 & 17 | 2 0 22 LA S VE G A S CO NVE NTI ON C E N TE R
Issue 8 - February 2022
Welcome to the February 2022 Edition of The Digital T! This e-magazine is packed with vital tips, news, and the latest developments for customer experience, IT, and call center professionals. We aim for Digital T to serve as a newsletter to help inform industry leaders of the happenings and up-and-coming trends that have been transforming customer contact, customer service, and digital solutions across multiple industries and markets. Digital T is the official magazine of The Call & Contact Center Expo, taking place March 16th & 17th at the Las Vegas Convention Center. Check out this month’s articles and stay ahead of the digital curve!
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Issue 8 - February 2022
Monthly Tech Update
AI Transforming Customer Service With technology so easily accessible these days, customer expectations are higher than ever before. Consumers want instant gratification and will no longer tolerate anything less than perfect service, especially when it comes to wait times. The fact that technology, and particularly Artificial Intelligence (AI), is now so very commonplace and more affordable than in the past, is bringing call centers into the modern age, making them more focused on the customer experience and less on cutting costs. According to a recent study, improved customer experience (CX) is now the primary driver of AI implementation decisions at 53%, while cost reduction has dropped to second place at 48%. AI is entirely transforming CX by providing real-time feedback, predictive analytics, and in-depth analysis. It has evolved beyond just the simple “Press 1 for English”, and can now provide real answers to customer questions, more efficiently route inquiries, and provide 24/7 customer support. Read Full Article Learn more about the latest tech transforming the industry at The Call & Contact Center Expo in Las Vegas next March! Get your FREE ticket here!
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Issue 8 - February 2022
Sponsor Spotlight
Breaking the Bonds of Supply Chain Stress: Finding fresh solutions to new challenges. Worldwide supply chain issues and shipping delays make it challenging for consumers to find what they’re looking for. Add in The Great Resignation of labor shortages, and frustration grows and tempers can flare among your customers. Here’s how contact centers have an opportunity to be the calm in the storm. Nearly 60% of consumers report product unavailability or significant delays. If that weren’t enough, five million people have left the workforce since the start of the pandemic, resulting in a massive shortfall in staffing across industries. The result: Worried and unhappy customers, and an uptick in customer service calls. So what’s a contact center to do? Here are three tips from one of the top CCaaS providers. (AKA us.) Read Full Article Learn more about Singlecomm and other companies like them at the Call & Contact Expo in Las Vegas, Nevada on March 6th & 7th, 2022 at the Las Vegas Convention Center! Get your FREE ticket here!
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Issue 8 - February 2022
Sponsor Spotlight
Work Entropy - A Culture of Transparency Gig Economy Worker Benefits In the first two parts of this series on gig culture, we discussed the diversity of types, the difficulties in gathering data, and independent contract workers’ motivations. This post will focus on these people’s needs and the response of the economy and legislatures as follows: •Compensation •Benefits- Health, Retirement, Unemployment/Workers Compensation, Other (childcare, maternity/paternity leave, etc.), •Safety, •Transparency on all of the above As in any work, the worker expects their fair compensation for his or her efforts. For those possessing skills that are in high demand, the law of supply and demand means a higher rate of pay than jobs requiring low-level skills of entry. The traditional response from the market side in the past was often the formation of a union. However, the workforce’s external, transient nature makes the organization of a union difficult, and mindset of the worker (see “Motivation” in part 2 of this series) that opposes restrictions on their hours and work rules. The traditional political response (as in California AB5) is likewise met with hostility from the workforce since legislating regulations always result in lost jobs and the creation of work rules. Still, in many cases, the compensation is not fair and needs to be addressed. This must be made clear to both the consumer and the worker. The burden for this news should fall on both the private and public sectors. The gig platform needs to make the consumer aware of the importance of tipping and a reference frame for the consumer (like many restaurants with a tip table of percentage on the check). See Full Article Learn more about Work Entropy and other companies like them at the Call & Contact Expo in Las Vegas, Nevada on March 6th & 7th, 2022 at the Las Vegas Convention Center! Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
Check out this edition’s highlights for the innovators of The Digital T! These proud people and organizations are at the forefront of providing crucial industry advancements.
Balto Cloudonix Partners with Balto AI to Help Contact Centers Close Deals 3 Minutes Faster Cloudonix and Balto are pleased to announce that they have partnered to help contact centers close deals faster and reduce the time that agents need to be on a call. These time savings will result in both measurable increases in sales and reduced call center expenses. To kick off this partnership, Cloudonix COO, Eric Klein, and Balto CEO, Marc Bernstein will co-host a webinar on July 13th at 11:00 CST called “Get ‘em on the hook, and reel ‘em in. Close deals 3 minutes faster per call with Cloudonix and Balto.” See Full Article Learn more about Balto and other companies like them at the Call & Contact Expo in Las Vegas, Nevada on March 6th & 7th, 2022 at the Las Vegas Convention Center! Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
This article was provided by Cognigy. In the past decades, a great deal of power and responsibility shifted from enterprise representatives to customers, B2B partners and employees. Self-service became the norm: We don’t have insurance agents fill out forms for us, we do it ourselves. We don’t physically visit a bank to transfer money, we use our mobile apps. We plan our family trips without travel agents assisting us. For most people, self-service is not only accepted but desired. It’s fast, convenient and foolproof – until it’s not. Anything that is not explicitly anticipated in a self-service process can bring the customer journey to an abrupt halt. An uncommon requirement, a technical glitch or a struggling user – there are millions of incidents each day where self-service finds its limits and customers pick up their phones to talk or text. Read more of the article Learn more about Congnigy and companies like them visit the Call and Contact Expo in Las Vegas on March, 16th & 17th, 2022 Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
Moss Adams Combines with The Cadence Group Moss Adams, one of the largest accounting, consulting and wealth management firms in the nation, has agreed to combine with The Cadence Group, a risk management and advisory firm. Effective August 1, 2021, 75 professionals from The Cadence Group, including 10 partners, will join Moss Adams. “Moss Adams is a very well-regarded firm that has shown a deep commitment for their employees and clients,” said Gordy Jacobsen, president of The Cadence Group. “This combination provides us with the ability and resources to further grow our business while offering our clients more services to assist with their success.” Founded in 2005 in Salt Lake City, The Cadence Group operates primarily from California and Utah, and provides forward-looking risk management solutions to firms across the country. With significant experience across the attest and compliance space, the firm specializes in SOC reporting; SOX 404 compliance; PCI compliance, ISO 27001 compliance and FedRAMP attestations; penetration testing; and internal audit services. Read more of the article Learn more about Moss Adams and companies like them visit the Call and Contact Expo in Las Vegas on March, 16th & 17th, 2022 Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
Call Center Services International (CCSI) strives daily to be the world’s best value-based Call Center for Companies seeking a nearshore solution. CCSI’s expertise in business functions includes U.S. Debt Collection, Inbound/Outbound Customer Service, Telephone Sales, Lead Generation, Order Fulfillment, and Back Office Process. This enables them to offer a wide range of solutions designed to implement and manage your call center according to your needs and business goals. CCSI has over 35-years of expertise in successfully establishing U.S. Companies in Mexico. They provide their clients with a lower cost nearshore solution that delivers a talented workforce with top quality service and outstanding customer satisfaction. CCSI’s management team will handle the organization’s day to day responsibilities to manage all the major tasks for CCSI and will do it proactively following our certified guidelines that has shaped this company. Learn more about Call Center Service International and other companies like them at the Call & Contact Expo in Las Vegas, Nevada on March 6th & 7th, 2022 at the Las Vegas Convention Center! Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
Six Best Practices to Usher Your Brand through a Crisis Event We believe a crisis situation – whether it’s a product recall, PR crisis, supply chain challenge, political issue, or data breach – can be the one of the best times for brands to strengthen their relationships with their customers. When a surprise or planned event causes higher than average contact volume, there’s one thing you can usually count on. Whether they’re upset or delighted, it will be those customers who care the most about your brand who bother contacting you during this critical time. It’s the perfect opportunity to show them you care, take care of their issue, leave a memorable impression, and learn more about them. From technology solutions to common sense tips that are surprisingly overlooked, here are 6 best practices to help you navigate through a crisis with the absolute best customer experience in mind, leaving your brand better positioned when it’s over. Read more of the article Learn more about American Customer Care and companies like them visit the Call and Contact Expo in Las Vegas on March, 16th & 17th, 2022 Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
Why and How to Choose CCaaS Solution in 2022 The Internet, smartphones, social media, and other digital communication channels have drastically altered the world of consumer interactions. Customers no longer want to contact businesses just over the telephone. Instead, they choose to interact with companies via their preferred communication methods. They request information before, during, and after a transaction ends and expect quick and reasonable solutions to their requests. From the other end, businesses must communicate and respond to every request as soon and as effectively as possible. Their goal is to provide a personalized and seamless client experience. This is where technology comes in. However, choosing the right contact center technology and the right software provider for your business might still be a significant bottleneck. Read Full Article Learn more about NobalBiz and other companies like them at the Call & Contact Expo on March 16th & 17th, 2022 at the Las Vegas Convention Center! Get your FREE ticket here!
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Issue 8 - February 2022
Meet The Innovators
We’re Jabra - a world-leading audio and video brand. We enable people to Hear More, Do More and Be More by creating intelligent headsets and communication tools to help professionals collaborate better and work more productively. We engineer wireless headphones and earbuds for users to enjoy better calls, music, and media, whenever they want. And we craft pioneering video conferencing solutions for better, more inclusive meetings, no matter where you’re working from. We believe in how technology can make the world a better place, We strive to keep people connected to others, their work and their favorite media. We know that technology is not always sustainable but we are trying to actively work towards a more sustainable future. To help attain this we keeping sustainability in the fore front of our minds when it comes to how we design, create and distribute our products. We are also applying this thought process to our supply chain management and day-to-day operations. Read more here
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Issue 8 - February 2022
Nate Brown - Forging Loyalty, Inside and Out
Join Nate Brown as he tackles the issue of securing loyalty both inside and outside the organization. When we take the guesswork out of both employee experience and customer experience, we will be surprised by far less. With eyes wide open we can build up momentum and bring the business to new heights through great experience design! Learn more about customer and employee experience at the Call & Contact Center Expo at the Las Vegas Convention Center on March 16th & 17th! Register for your FREE ticket HERE
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Issue 8 - February 2022
Partner Shoutout
Our Partners to The Call & Contact Center Expo, the organizations leading the way for stronger communities in customer engagement and satisfaction.
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Looking to be included in an upcoming edition of Digital T? Contact Eddy Lawrance at eddy.Lawrance@prysmgroup.co.uk for more information. Sponsorship Opportunities Are Now Available!