#CXTuesday weekly digest # 9 - 1/30/2018

Posted by lantelligence on Jan 29, 2018

Welcome to #CXTuesday!

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How Much Revenue Are You Losing By Not Offering Omnichannel Customer Service?

By Mike Aoki

Voice customer service accounted for only 64% of customer contacts in 2017, according to a Deloitte Global Contact Center Survey. That is projected to decline to just 47% next year. Instead, web chat, text/SMS, email, social media and video customer care will comprise the majority of customer contacts. Is your contact centre ready for this huge shift? If not, how do you add new contact channels? The answer is to focus on people, process and technology.

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What Is The Best Model For Contact Centre Culture? 

By Call Center Helper

What are  the three major types of contact centre culture and which works best in today’s modern world?  In a global, online survey of more than 7,500 service reps from across 38 different companies, Harvard Business Review found that service organizations fall into one of three distinct work environments or “climates”.

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Big Data In The Cloud, Blended AI, Augmented Reality And Other Trends 

By Contact Center Pipeline

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with which they do business. Bots, asynchronous messaging, augmented reality and machine learning are at the doorstep of the contact center, too, modifying the customer journey and putting pressure on traditional businesses to adapt.

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Making How To Build An Employee Experience That Rivals Your Customer Experience

By CMSWire

Provide a strong employee experience and your customer experience will benefit. The logic is clear, but evidence is mounting of the strong link between the two.

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Tags: Customer Experience, CCTR Operations