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Evolving Customer Experience Trends in 2015

It’s hard to believe we are looking at 2014 through the rear view mirror – where did January go? At Panviva, we had an exciting year but now we turn to 2015 where we see some key trends emerging – everything from a robust cloud adoption to shifts in the contact center role within an organization.

Infographic-2015-predictionsHere are our predictions for the coming year:

1. The Cloud is GOOD!

In 2015, we predict an increase in customer call centers adopting a cloud-based solution that will allow teams to access their customer’s information from ANYWHERE. Whether it’s on a computer at work, a smartphone while on the road or on a tablet out of the office, cloud connectivity is going to change how call centers manage their customer inquiries AND will free them from the burden of limited accessibility, allowing for better customer service!  We all know how important happy customers are to every business. Cloud-based solutions will also allow for faster training of customer contact agents and sharing of a knowledge base.

2. Your contact center will be a PROFIT CENTER.

Profitable? Don’t believe us? Think about all the ways contact centers can increase efficiency and how that will play into transforming your contact center from a cost center to a profit center – it’s going to happen.  Contact centers that improve how they service customers will be able to focus on supporting other departments, thereby contributing to the profitability of the organization. Better alignment with sales, marketing and product development will lead to more robust revenue streams and upsell opportunities. When support time and customer frustration is reduced, conversations can take on a whole new dimension and will include product and sales opportunities.

3. Customers will interact with all business units.

Remember when customers only interacted with the contact center? If there was a problem, they’d call an 800 number and a limited number of agents would interact with that person. Things are changing – rapidly. Now, customers can talk to almost ALL business units in an organization. They interact with marketing on social channels. They connect to sales members on platforms like LinkedIn. You never know where they’ll pop up. So companies are going to need to be prepared.

In fact, Gartner suggests this will continue into 2016:

“Most companies expect to compete primarily on customer experience in the next two years.”

Laura McLellan – Gartner

Information will need to be accessible – easily and efficiently. In 2015, organizations will be looking at ways to connect all business units to the valuable knowledge typically reserved for contact centers and searching for platforms that can implement that requirement in order to be successful.

4. Integration between CRM and BPG is critical.

Get ready to merge. Many organization still view CRM as the tool for sales and marketing and BPG as the holy grail of customer service and training. In the coming year, the two will need to work together! As we mentioned earlier, customers are everywhere. And knowing the whole history is going to be necessary to service them in a way that puts you ahead of the competition. Searching through tabs, web pages and documents on different systems will delay your response – platforms that can integrate and extract all the data about your customers is going to be mission critical.

What do you think will change the contact center market this year? Will you move to Cloud solutions? Do you already talk to your marketing peers regularly?

We look forward to the conversation and remember to find us on Twitter @Panviva and LinkedIn.

Stephen Pappas

With more than 20 years experience in enterprise software sales and operations, Stephen Pappas manages all aspects of Panviva’s North American operations. He previously served as a Director of International Sales with Harte-Hanks Trillium Software, where he took their enterprise data management offering to 54 countries. Other roles have included Executive Vice President of a SaaS software start-up and Director of Sales and Business Development at PageFlex.

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