August 29, 2018
A [Female] Voice of Concern
The number of people using digital assistants are growing by…
Last week, the 18th annual Call Center Week, arranged by the International Quality and Production Center (IQPC), took place at the Mirage in Las Vegas. Featuring a number of global leaders and keynote speakers, as well as a multitude of workshops, exhibitors, and sponsors, the conference aimed to personalize the journey to perfecting the customer experience.
Fifty-four percent of attendees were directors, VP, or C-level employees, and industries from banking, finance, retail, healthcare, and the public sector were represented. Out of all CCW attendees, 34% were seeking new options to optimize their current call centers. The vision of Call Center Week is to offer new foundations based on bringing innovation and optimization to call centers globally. By doing this, the landscape of customer experience is simultaneously enhanced.
This year, CCW focused on call center and customer experience initiatives, which include increasing revenue and reducing operational costs, improving the first contact resolution and reducing wait time and cost per call, as well as improving agent retention.
In efforts of taking customer experience in the call center to the next level, there are three key attributes:
Overall, customers want an effortless experience, and organizations need to leverage technology to create more positive interactions with their customers.