In today’s market, there are more channels than ever on which brands and companies can engage with their customers. At the same time, customers expect a seamless experience from one channel to the next and want to engage with their chosen brands and companies on the channels they want, when they want to.
That means the contact center of old, with locked-in phone trees, long wait times, and unclear menu options—among a lot of other disadvantages—just don’t cut it anymore. Building strong relationships relies on clear, consistent, trusted communications before, during, and after a purchase, and that means the contact center is the lifeblood of customer loyalty. To help inform how you approach improving customer interactions, here are three critical factors shaping the future of enterprise contact centers into 2020 and beyond: a changing workforce, process automation, and customer expectations.
Factor 1: Next-generation workforce
By 2025, millennials are forecast to …
Welcome to the second blog post of the Twilio Flex Developer Spotlight series. This time, we are featuring a team of developers at U-Haul. This post is based on my experience attending a Twilio hackathon at U-Haul headquarters in Phoenix, Arizona in May 2019.
When you think of U-Haul, you most likely think of DIY moving trucks, trailers, and storage boxes. But did you know that U-Haul employs a team of software developers that build and maintain many of their software applications?
The development team at U-Haul have built their technology stack including their own customer relationship management, billing, payment and web chat systems. They standardized on a premise-based voice contact center solution years ago for their contact center agents. And since the business is seasonal, they have maintained a hardware footprint capable of supporting up to twice the number of full-time agents during peak season.
U-Haul Company’s …
Welcome to the first installment of a new blog series called Twilio Flex Developer Spotlight. Over the next few months we’ll showcase how developers use Programmability with Twilio Flex to solve contact center challenges.
This post features Josiah, a web developer at Scorpion. Scorpion is a full-service digital marketing and technology company that serves over 10,000 clients across multiple industries. Scorpion improves their clients’ digital presence and also serves as a contact center outsourcer for businesses nationwide. The initial deployment of Twilio Flex is for ScorpionConnect agents who field chat inquiries on behalf of these businesses.
Prior to working on Twilio Flex, Josiah had begun to build an in-house contact center solution working with local data stores and orchestrating tasks, context and workers. A daunting task for anyone. “We required a deeply custom [agent] dashboard that would allow us to take control of what, when and how we would surface …
Listening to the main stage panel of contact center leaders at Enterprise Connect 2019, I was reminded of the market reaction when Apple launched the iPhone in 2007. Then, like now, incumbent vendors representing the status quo bristled at the introduction of a disruptive force.
In 2007, some mobile device industry veterans questioned the potential of the iPhone. They questioned consumers’ willingness to pay $500 for a cellphone--and its ability to garner more than 2 or 3% of the market. Of course, history speaks for itself and reveals that they missed, or chose to ignore, the transformative potential of the disruption.
Today, Twilio is disrupting the communications industry with a fully programmable contact center platform called Flex. This platform allows customers unparalleled flexibility to design, create and manage a contact center tailored to their unique business model.
So it felt like deja vu all over again when several panelists …