Popular stories shared among locked-down agents, business leaders and our loyal readership are on AI, acquisitions and a brand new smile function from Google this week. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Real-time Analytics Can Curb Customer Unhappiness
To apply real-time analytics for handling unhappy customers, one must first look at the root cause of dissatisfaction and unhappiness.
Most of your regular callers are likely to be loyal customers, and one outlier experience is unlikely to influence their loyalty to the point of churn. Real dissatisfaction or unhappiness is a cumulative result of several poor experiences, and therefore, should be nipped at the bud.
Customer unhappiness can usually be traced back to an inability to convey the root cause of the problem to the agent, an underlying frustration with the product quality and having to repeat information as examples.
Cisco Plus Will Offer Networking, Security, Compute, Storage and Applications
Cisco has announced Cisco Plus, the company’s unique as-a-service strategy to help customers connect, secure and automate to accelerate their digital agility in a cloud-first world.
Cisco Plus will offer best-in-class networking, security, compute, storage, applications and observability solutions as-a-service with unified subscriptions that are easy to consume, simple to use and deliver an unparalleled experience.
Todd Nightingale, Senior Vice President and General Manager, Enterprise Networking and Cloud, Cisco, said: “I believe every organisation would benefit from simplifying powerful technology.
“Network-as-a-service is a great option for businesses wanting to shift to a cloud operating model without a heavy lift. Cisco is leading the industry in its approach with Cisco Plus. Together with our partners, we intend to offer the majority of our technology portfolio in the simplest, most flexible way: cloud-driven, cloud-delivered, cloud-managed and as-a-service.”
UserTesting's Eighth Annual CX Poll Makes Revelation
Findings show businesses are in one of two categories. These are either upping CX or reducing it.
The data also adds that customer feedback collection is on the rise, with 72% of organisations planning to increase their investments in 2021.
The 2021 CX Industry Report uncovered three key trends including: