APAC CIOOutlook

Advertise

with us

  • Technologies
      • Artificial Intelligence
      • Big Data
      • Blockchain
      • Cloud
      • Digital Transformation
      • Internet of Things
      • Low Code No Code
      • MarTech
      • Mobile Application
      • Security
      • Software Testing
      • Wireless
  • Industries
      • E-Commerce
      • Education
      • Logistics
      • Retail
      • Supply Chain
      • Travel and Hospitality
  • Platforms
      • Microsoft
      • Salesforce
      • SAP
  • Solutions
      • Business Intelligence
      • Cognitive
      • Contact Center
      • CRM
      • Cyber Security
      • Data Center
      • Gamification
      • Procurement
      • Smart City
      • Workflow
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • Awards
Apac
  • Artificial Intelligence

    Big Data

    Blockchain

    Cloud

    Digital Transformation

    Internet of Things

    Low Code No Code

    MarTech

    Mobile Application

    Security

    Software Testing

    Wireless

  • E-Commerce

    Education

    Logistics

    Retail

    Supply Chain

    Travel and Hospitality

  • Microsoft

    Salesforce

    SAP

  • Business Intelligence

    Cognitive

    Contact Center

    CRM

    Cyber Security

    Data Center

    Gamification

    Procurement

    Smart City

    Workflow

Menu
    • Contact Center
    • Cyber Security
    • Hotel Management
    • Workflow
    • E-Commerce
    • Business Intelligence
    • MORE
    #

    Apac CIOOutlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIOOutlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • Contact Center
    Editor's Pick (1 - 4 of 8)
    left
    Culture Eats Strategy For Breakfast, Lunch, And Dinner

    Julie Valencia, Head of Customer Care, Paymark

    Technology- The Third Facet of Guest Experience

    John De Angelis, CIO, The Star Entertainment Group

    Why Contact Centres are Becoming Strategic Hubs for Social Insight

    Cindy Chaimowitz, GM Wholesale & Customer Service and Karen Smith, Head of Customer Service, Foodstuffs North Island

    Future-Proofing Data Center Designs with a Dash of Innovation

    Kevin Miller, Principal, Digital Management, Aurecon

    Sales Automation in B2B: The Secret Sauce to Business Growth

    Julian Song, Regional Digital Marketing & Ecommerce Manager, Apmea, Kerry [Lon: Kyga]

    Internet Of Things - A Missed Opportunity In The Fight Against Covid-19

    Sean Byrne, Ceo & President, Cortex Technologies Corporation

    Internet of Things - A Missed Opportunity in the Fight Against COVID-19

    Sean Byrne, CEO and President, Cortex Technologies Corporation

    Self Service: An important slice of the digital transformation pie

    Christopher Douglas, Director Member Services Pacific, Accor Plus

    right

    Customer Service Re-Emergence

    Eric Tamblyn, Global VP-Guru Managed Services, Genesys

    Tweet
    content-image

    Eric Tamblyn, Global VP-Guru Managed Services, Genesys

    Since the early 1980’s the recording business has moved from analog to digital recording and distribution. Digital claimed to offer superior audio quality, reduced production costs, and easy to distribute. One would think that 35 years later the music world would be completely digital.  However, today’s audiophiles are starting to turn back to vinyl, yes vinyl recordings, as a superior audio experience over digital. Consequently vinyl recordings have increased over 49% in 2014 and over 6 million were produced in 2014 alone. In fact there is so much demand for analog and vinyl recording the once doomed record business cannot keep up with current demands.  When a technology like vinyl records emerges from certain death, it is called a “technology re-emergence”.

    Similar to the recording business, customer service has been through a number of large transformations over the last 35 years. Stove pipes of customer service channels (phone, chat, e-mail, social media, mobile, and web) provide various entry points for customers to engage with corporations. Interaction queues decide on how to distribute and engage with each customer. Agents are trained on how to engage with customers based on automated routing, customer interaction data, and pre-determined work queues. Self-service applications try and solve common customer problems as both a customer convenience and cost reduction tool. In many cases a very significant amount of orchestration has been finely tuned to deliver good service quality while balancing speed and cost.

    Similar to the music industry (balancing quality, cost, and convenience) customer service levels are actually decreasing. In fact in recent surveys customers will actually pay more for a product if they believe they will receive better service quality. In turn customers pay over double the price for a vinyl record over a CD.  Since most companies rank customer service as a key differentiator

    approaching 2020, it is now time for a Re-Emergence of Customer Service.

    “Customer service performance metrics trend to out weight costs over service quality, a conflict when trying to differentiate with a superior service experience”

    Many audiophiles will insist that the digital recording industry left out critical emotional characteristics, which flattens the digital sound and removes warmth and charm. Similar conclusions could be said about the customer service industry. Most of the customer service innovations over the last 35 years were put in place to better manage and automate contact centers, perhaps leaving out some of the warmth that once existed without all of the technologies.  Too much automation and disjointed, disconnected service channels add to customer frustrations. Many call queuing algorithms focus on speed of call distribution rather than call quality.  Customer service performance metrics trend to out weight costs over service quality, a conflict when trying to differentiate with a superior service experience.  I will be so bold to say not only is Re-Emergence needed; it is required for business survival.

    So what would a Re-Emerged Customer Service vinyl record look like? Well, here are the 5 hottest tracks, or strategies business will need to incorporate to differentiate over the next 5-10 years

    Track 1.  “I’ll be watching you”. Understanding and orchestrating the customer journey is a transformative and cultural changing strategy all business needs to embrace. Company’s to tear down their service channels and focus on helping customers reduce efforts.  Let you customers know “I’ll be watching you” across all channels and add warmth back into customer experience.

    Track 2.  “Faithfully”.  Given the choice between speed of service and quality, most customers will choose quality. However, most service queues are based on speed. Moving to a quality based queuing system will require assessing and ranking agent skills, however, the effort will keep your customer “Faithfully” loyal.

    Track 3.  “Don’t you, forget about me”. Customers expect that you use historical information to better improve their customer service experience (think of it as “auto fill” for service), however most companies leave customer information within each service channel, thus “forgetting about me” during each engagement.

    Track 4 “Call Me”.  Given the option, most customers would prefer to have a call back rather than wait in a long queue or get an agent that is not skilled to help them. So given the customer the option to “Call Me” can both help reduce peak traffic, it will also help improve customer service qualities.

    Track 5 “Eye in the Sky” Using analytics for continuous improvement is imperative in all aspects of customer service. Analyzing customer behavior, agent skills, interaction distribution and service KPI’s, require investments in analytical systems.  Service analytics are your “Eye in the Sky” in achieving service goals.

    The top 5 strategies above are the start of a “Re-Emergence” strategy that focuses on the customer, not just the distribution and automation.  Great customer service tends to be when service is simple, anticipated and intelligent. Re-emergence needs to refocus on the fundamentals, which make up a great experience, like the Record Industry is realizing about vinyl records. 

    tag

    Customer Experience

    Weekly Brief

    loading
    Top Contact Center Solutions Providers in Apac – 2024
    ON THE DECK

    Contact Center 2024

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Copyright © 2025 APAC CIOOutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    Home |  CXO Insights |   Whitepapers |   Subscribe |   Conferences |   Sitemaps |   About us |   Advertise with us |   Editorial Policy |   Feedback Policy |  

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://contact-center.apacciooutlook.com/cxoinsights/customer-service-reemergence-nwid-817.html