ConvergeOne

ConvergeOne’s customer had what was once considered a best-of-breed contact center solution, but faced challenges leveraging its legacy solution to satisfy the rapidly evolving needs of its business. Over the past decade, the company’s leadership team recognized that although its investments in self-service had paid off well, they’d also created a challenge. The basic transactional calls that once dominated call queues—address changes, balance inquiries, new-service activation—had all but disappeared. The queue was dominated by the complex and varied issues that customers couldn’t solve on their own.

In the last blog post in this series, we explored the first three steps to delivering an excellent and secure customer experience: starting with a CISO, involving senior leadership, and adopting a risk-based approach. In this blog post, we’ll pick up where we left off and explore the final three steps.

How can you effectively safeguard the information your customers entrust in your company, as well as protect proprietary material and data? Begin your journey to a more secure customer experience by following these six steps.

Raise your hand if you’re guilty of sending secure information using your cellular device. Don’t worry—we all do it, despite the inherent risk involved in transmitting sensitive information across cellular and data-driven networks. However, this could leave not only your organization, but also your customers’ personal information, at risk. Customers want to feel safe interacting with your business. A critical component of an excellent customer experience involves ensuring the safety of your customers’ data.

A business process outsourcing (BPO) provider with 5,000 global agents was primarily focused on customer experience and contact center outsourcing for large companies. Like many in its industry, the BPO ran on very tight margins and wanted to move away from spending capital money. It preferred operational expenses because it billed its customers on a monthly usage basis (i.e., how many phone calls it took), so it desired to match its cost structure with its revenue structure. Having to pay money upfront with the hope that the customers would use the system would not benefit the BPO; instead, it desired for its underlying technology and business costs to be paid when its clients made payments. For this reason, an “As-a-Service” model best suited the BPO from a financial and technology perspective.

The demands on enterprise networks have never been greater. More and more applications are moving to the cloud, connected endpoints are increasing exponentially, and distributed workforces are demanding secure access and optimal performance wherever they go.

It’s no secret that CEOs desire to lead their industry with the help of digital transformation. According to Gartner’s 2018 CEO Survey, 78% of CEOs believe that their companies are either industry pioneers or fast followers. In order to maintain the pioneer title, CEOs are looking to their CIOs and IT departments to continually drive transformation efforts that bring immediate value to the business.

More than ever, business leaders are focusing on how to optimize the customer experience they’re delivering. Gartner studies indicate that 89% of companies plan to compete primarily on customer experience. Optimization always starts with understanding and measuring the customer experiences you’re currently delivering. The only way to do that accurately is via technology solutions that can automatically mine and compile the wealth of unstructured customer interactions data hidden in Call Recordings, IVR Logs, and so on.

A northeastern city had developed an initiative to provide free, public WiFi in a downtown, outdoor area. The city had invested a great deal of money into revitalizing the area, and improving the wireless infrastructure was part of the mayor’s vision for creating a 21st century, connected city that would attract tech-savvy young professionals and leading conferences to the area. Municipal wireless would also add value for residents of the city, particularly lower-income residents who lacked access to internet in their homes.

In a previous blog post, we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers.