Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.

IVR security technology has improved by leaps and bounds in the past several years, but many contact centers have been slow to implement the latest and greatest advances.

Rather than reset for ‘back to normal,’ embracing today’s operational cornerstones can lay a strong foundation for future success.

Consumers expect immediate assistance with hyper-personalized advice regardless of how they engage with your brand.

Today’s contact centers are not only battle-hardened, they have laid the foundation for the next generation of success.

The same old limited digital service capabilities do not cut it in the new environment.

With agents working from different locations, at disparate times and with varied workplace environments, agility will be a hallmark of successful agent management moving forward.

53% of customers don’t care whether they interact with a chatbot or a human, as long as their question gets answered.

Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Few can truly rebuild, but you can get on a cohesive path instead of just adding the next channel in isolation.

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

If tools aren’t supporting your agents, your agents cannot support customers.