NARASINGHA PANIGRAHI’s Post

Imagine this: A customer reaches out to your contact center with a pressing issue. But navigating the system is frustrating, and reaching a resolution takes forever. Does this scenario sound familiar? Today's customer expectations are higher than ever. They demand seamless omnichannel experiences, personalized service, and prompt resolutions. But outdated technology, inefficient processes, and a siloed approach can leave businesses struggling to keep up. Before you invest in a contact center transformation, consider these 3 crucial points: 1. Are You Meeting Customer Needs? Analyze your current customer experience metrics Do your channels offer a unified journey? Is it easy for customers to reach the right person and get their issues resolved? 2. Is Your Technology Up-to-Date? Are you leveraging data analytics and business intelligence to guide decision-making? Can your technology seamlessly integrate with emerging communication channels (e.g., chatbots, AI)? Is your workforce equipped with the tools they need to excel? 3. Is Your Contact Center Future-Proofed? Does your current strategy account for evolving customer demands and technological advancements? Are your processes flexible enough to adapt to changing business needs? Is your workforce continuously learning and developing new skills? By addressing these questions, you can identify potential gaps and opportunities for improvement. If your answers reveal an outdated system or a disconnect with customer needs, then a strategic contact center transformation could be the key to unlocking a competitive advantage.

Staying ahead in customer service is crucial, especially in the fast-evolving HLS and service sectors. Salesforce's latest blog, "5 Customer Service Trends You Need to Watch," provides invaluable insights for our industry. Here are the key takeaways: - AI and Automation: Leveraging AI for customer service is transforming efficiency and personalization. - Omnichannel Support: Integrating multiple channels to provide seamless customer experiences is becoming standard practice. - Proactive Service: Anticipating customer needs before they arise can significantly enhance satisfaction and loyalty. - Self-Service Options: Empowering customers with robust self-service tools is a game-changer for improving service speed and efficiency. - Data-Driven Decisions: Utilizing customer data to inform service strategies ensures more targeted and effective support. At Mav3rik, a proud Salesforce partner, we are dedicated to helping organizations in the HLS sector harness these trends to drive exceptional service and growth. How are you integrating these trends into your customer service strategy? Let's connect and discuss how we can elevate your service experience. #Marketing #DigitalStrategy #IndustryTrends #CustomerService #HLS #Salesforce #AI #Automation #CustomerExperience

Don't forget to register for this exciting LivePerson live webinar: Bringing voice to digital: A modern approach to CCaaS Unlock the potential of unified communications and customer interactions with insights from top analysts and industry innovators. Learn how to connect two powerful communication channels — voice and messaging — deploy AI effectively, and use analytics to drive meaningful improvements in your CX strategy. Save your seat here: https://lnkd.in/djmAFNmS #CX #AI #ConversationalAI #CCaaS #GenAI #ContactCenters #ContactCentres #Chatbots

🌟 Excited to Share: Solving Key Business Challenges with Connex One 🌟 Are you grappling with fragmented communication channels, manual tasks, or scalability issues in your contact centre operations? Connex One offers a comprehensive suite of cloud-based solutions designed to address these challenges and more! 🚀 Streamlined Omni Channel Communication: Say goodbye to managing customer interactions across disparate channels. Connex One's omnichannel platform consolidates communication into a unified interface, ensuring a seamless customer experience. 📊 Actionable Insights with Advanced Analytics: Gain valuable insights into key performance metrics, customer interactions, and agent productivity in real-time. Connex One's analytics tools empower data-driven decision-making and continuous improvement. ⚙️ Efficiency Through Automation and AI: Automate routine tasks and leverage AI capabilities to enhance agent productivity. Connex One streamlines processes, allowing agents to focus on high-value interactions and deliver exceptional service. 🔒 Security and Compliance: Protect sensitive customer data and ensure compliance with regulatory requirements. Connex One prioritises security, offering robust features and adherence to industry standards for peace of mind. 🔗 Seamless Integration: Connect Connex One seamlessly with your existing systems and workflows. Our integration capabilities facilitate interoperability, enhancing workflow efficiency and simplifying operations. Discover how Connex One can transform your contact centre operations and elevate your customer service offerings. Let's connect to explore how we can help you overcome your business challenges and achieve success together! #ConnexOne #ContactCenterSolutions #CustomerExperience #Omnichannel #AI #Analytics #Automation #Security #LinkedIn

Microsoft have announced that Microsoft Dynamics 365 Contact Center is now generally available. See below for more information and feel free to message if you need support deploying Contact Center or if you require a M365 Health Check.. #MicrosoftDynamics365 #CustomerService #M365HealthCheck #DigitalTransformation #CompanyNet #Trustedserviceprovider

Curious about the future of customer service? Check out this insightful video: The State Of Customer Service 2024 The landscape of customer service is evolving rapidly. Here are some key takeaways from the video https://lnkd.in/eXHCrWaq 🔹 AI Integration: AI is revolutionizing customer service with chatbots and virtual assistants, providing instant support and improving customer experiences. 🔹 Personalization: Customers expect personalized interactions. Leveraging data to tailor responses is becoming a standard. 🔹 Omnichannel Support: Seamless support across various channels is crucial. Customers want to switch between chat, email, and social media without repeating themselves. 🔹 Proactive Engagement: Anticipating customer needs and addressing issues before they arise is the new benchmark for excellence. 🔹 Employee Empowerment: Empowering customer service teams with the right tools and training enhances their ability to resolve issues efficiently. How is your organization adapting to these trends? #business #strategy #artificialintelligence #automation #customerservice #CX #innovation

Microsoft have announced that Microsoft Dynamics 365 Contact Center is now generally available! This powerful tool is designed to revolutionise customer service by integrating advanced AI capabilities and providing seamless, personalised customer experiences. Key features include: 💡 AI-Powered Insights: Leverage AI to gain deep insights into customer interactions and improve service quality. 🌐 Omnichannel Support: Provide consistent and efficient service across various channels, including chat, email, and voice. 📊 Customisable Dashboards: Tailor your contact center's dashboard to meet your unique business needs, ensuring maximum efficiency and productivity. Discover how Microsoft Dynamics 365 Contact Center can transform your customer service operations and enhance your customer satisfaction. Learn more at: https://hubs.la/Q02GWQY_0 #MicrosoftDynamics365 #CustomerService #AI #DigitalTransformation #CompanyNet #ContactCenter

Fragmented customer communication is often the hidden conversion killer for most eCommerce sites. Modern consumers seamlessly switch between:  Voice Chat Email Social media. And expect consistent, contextual responses at every touchpoint. Yet, most retailers are still struggling with siloed systems that frustrate customers. The game-changer? ⏩AI-enhanced omnichannel integration. Leading retailers are now deploying intelligent systems that: - Unify customer interaction data across all channels in real-time - Provide consistent, personalized responses 24/7 - Proactively engage customers based on behavior patterns - Feed insights directly into marketing automation workflows - Enable seamless handoffs between AI and human agents. The results speak for themselves: - 30-40% increase in customer retention rates - 25% higher average order value through AI-driven cross-selling - 60% reduction in response times - 45% increase in first-contact resolution rates Retail winners in 2024 and beyond will be those who view AI not just as a customer service tool but as the neural network connecting all customer touchpoints into one intelligent, predictive ecosystem. Feel free to DM me if you’re a SaaS or eCommerce leader looking into AI deployments. I’d be happy to share notes! ✉️ #management #ai #retai #ecommerce #digitaltransformation #RemoteNative Andreas Anding - Technical Leader with 20+ years of experience in large-scale digital transformation projects.

🤖 Anyone can be an agent with AI In the current issue of Technology Record there's a great article written by Rebecca G. featuring William Blench, CEO of ANYWHERE365®, summary below and link to full article further down. AI technology is empowering businesses to provide faster, accurate, and personalised responses to customers like never before. Will Blench, CEO of Anywhere365, explains how AI is reshaping customer interactions: 💡 AI-Powered Assistance: AI-driven tools like chatbots and agent-assist technologies are helping companies boost employee productivity and service quality, while also cutting operational costs. 🚀 Key Benefits: - Real-time insights and sentiment analysis help agents deliver personalised responses quickly. - AI features like Knowledge Assist automate responses, reduce manual tasks, and improve first-time resolution rates. - Businesses can now leverage anyone - from product experts to designers - as customer service agents using AI tools integrated into Microsoft Teams. 📈 Results? AI technology is already yielding significant savings for companies like Mazda ($1.8M), Rabobank (saving 60 seconds per interaction), and enhancing customer satisfaction at DHL. The future of AI in customer service is bright, making agents more efficient and delivering seamless, omnichannel experiences. Are you ready to unlock the power of AI for your business? Get in touch with Symity a Partner of Excellence with Anywhere365 who can help transform customer service in your organisation. #AI #CustomerService #Productivity #TechInnovation #Anywhere365 #Omnichannel #Automation Andy Whiteside Konstantina Michou Ilona Tuca Erik van Arkel

In today's competitive landscape, enhancing contact center efficiency and customer satisfaction is crucial. In our latest blog, Srikanth Balusani, CTO- Salesforce Business Unit at Mastek, shares valuable insights on leveraging advanced technologies to achieve higher ROI. Discover how AI chatbots, self-service tools, and omnichannel solutions can revolutionize your operations. Discover how to implement these transformative solutions to boost your contact center's efficiency and effectiveness: https://lnkd.in/digqd9wU #LetsDecompleXify #ContactCenter #AI #CustomerExperience #DigitalTransformation #TechInnovation