It’s no secret that universities have a constant battle keeping their curriculums up-to-date with the fast-paced development of artificial intelligence (AI) and automation. Royal Melbourne Institute of Technology (RMIT) is disrupting this institutional norm by preparing their students for working life through company mentorship programs. Companies such as VoiceFoundry, who develop innovative Contact Center technologies for enterprise, are working with students bound for Computer Science degrees to develop innovative and real-world business solutions. More businesses are looking for novel ways to engage their customers and deliver better service. Graduates entering the workforce who can demonstrate technology skills in Automation and AI are undoubtedly valued. VoiceFoundry is proud to be a part of the development of these skills.
A long, long time ago…ok, maybe not that long ago, the only thing you expected from contact center agents was for them to provide quick solutions to pressing issues. But thanks to this fourth industrial revolution we’re having and new technology solutions, customers expect a digital experience when they contact support for assistance.
And whether you gamble or not, the stakes are pretty high. According to an Ovum survey on omni-channel support, 82% of consumers cited a bad customer experience as reason enough to stop doing business with a company. And to make matters more pressing, 45% of consumers expect a response to questions and issues in under one minute. Does the pizza delivery rule apply here – if it’s not there within 30 minutes its free? If only everything was so black and white.
With today’s ever competing, transparent marketplace, it’s easier than ever for consumers to shop around with the touch of a button to find not only the best deal, but also the best company to do business with. Reviews, both good and bad, are readily available from a mass of one click links. So how do you set yourself apart from the competition in today’s era of millennials and ensure you’re retaining these youthful customers whose buying power will soon exceed that of the Boomers? Perfect the art of providing Millennials great customer service.
Customer service is essential to the overall customer experience that millennials have come to not only expect, but demand, from any company they do business with. This experience is tested when they need to ask for help or assistance – or simply have a question to be answered. In past times calling customer service often meant providing the same information multiple times, listening to the same music on hold, and spending more time than anticipated to resolve an issue. Waiting for an available agent after steering through a set of menus means you’re waiting on hold no matter how simple or complex your issue is. On top of that, even after you’re connected, your information most times doesn’t follow your call which means you’re wasting time yet again giving agent after agent the run down. It’s easy to see why many customers end up frustrated by the experience even if their issue is successfully resolved.