On this episode, Amelia welcomes Oru Mohiuddin, Senior Research Manager, Enterprise Communications and Collaboration at IDC, where she performs ambitious research projects resulting in leading-edge market intelligence reports.
Amelia and Oru discuss:
Today’s customers are not as accepting of poor service as they were in the past.
Customers expect service to be smart, flexible and convenient.
Agents and customers interact in a personal way, creating a dynamic space.
Tracking performance across all the emerging digital channels used today.
The power of self-service, where customers can solve their problems on their own with AI tools.
The role of bots in maintaining customer identity and history when a call gets elevated to a human agent.
The powerful business value achieved by empowering agents to make informed decisions.
The customers’ need to be able to use a variety of different devices.
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