{"id":31029,"date":"2016-10-04T09:00:00","date_gmt":"2016-10-04T07:00:00","guid":{"rendered":"https:\/\/enreach.es\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/"},"modified":"2023-12-13T12:49:03","modified_gmt":"2023-12-13T11:49:03","slug":"blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/","title":{"rendered":"7 key technologies that will enhance the experience of customers in 2017"},"content":{"rendered":"<p><a href=\"\/\/www.masvoz.es\/blog\/en\/local-services-and-cost-savings-from-the-perspective-of-customer-satisfaction\/\">Improve the customer experience<\/a> has become one of the primary objectives for companies. In fact, this rising concept is defined as \u0091the value that the company provides customers\u0092 by the vast majority of organizations. It is therefore important that all departments of an organization get involved in the creation and implementation of a specific strategy on <strong>improving the customer experience<\/strong>.<\/p>\n<p>According to the &#8220;2016 Executive Report On The Customer Experience,&#8221; published by CCIQ, in which the degree of involvement of each of the areas of a company is analyzed, the <strong>customer service department<\/strong> or <a href=\"\/\/www.masvoz.es\/products\/cloud-contact-center\">contact center<\/a> of a company is the one that shows a greater interest (4.64 out of 5) in the development of an optimal strategy that centers in the customer experience excellence. It is followed by the C-suite (4.22), marketing (3.95), sales (3.88), the IT department (3.42), human resources (3,16) and accounting (2,98).<\/p>\n<p><strong>Listen to improve<\/strong><\/p>\n<p>Companies believe that the best experiences are those that generate value for customers, but how do you know what they are? <a href=\"\/\/www.masvoz.es\/products\/call-recording\">The cloud-based call recording systems<\/a> are the most used tool by organizations to listen to customer feedback (84%). In addition, 64% of companies claim to use this system as a \u0091key source\u0092 to receive such information.<\/p>\n<p>Changes in call volumes (80%), comments on the web and on social networks (80%), general customer feedback (79%), and the feedback from contact center\u0092s agents (78%) closely follow the call recording as sources of information on <strong>customer satisfaction<\/strong> for businesses.<\/p>\n<p><strong>IVR services, an upward trend in 2017<\/strong><\/p>\n<p>Nowadays, 72% of organizations use post calls to know the customers\u0092 opinion through locutions with brief surveys in which users can evaluate the service and attention received. In 2017, <a href=\"\/\/www.masvoz.es\/products\/virtual-IVR-operator\"><strong>IVR services<\/strong><\/a><strong> or virtual operators<\/strong> will become the second source of information for companies according to CCQI\u0092s <a href=\"http:\/\/callminer.com\/wp-content\/uploads\/2016\/03\/call-center-iq-executive-report.pdf\">report<\/a>, as this form will be used by 90% of them. Along with IVR services (90%), comments on the web and on social networks (80%) will remain the center of the strategy to improve the customer experience.<\/p>\n<p><strong>Other factors that will capture the perception of customers in 2017<\/strong><\/p>\n<p>For next year, factors such as agents\u0092 feedback (86%), post calls surveys to customers to know their opinion on the service provided (85%), and changes in customer-oriented metrics (85%) will also be key in obtaining information on customer perception. Although the analysis of interactions in real time (75%) and changes in buying habits (52%) will be positioned again at the end of the list, their levels of use in the <strong>strategy of companies<\/strong> to know the opinion of their customers will increase considerably.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cloud call recordings, IVR services and changes in customer-oriented metrics will be key tools to improve the customer experience, according to the \u00932016 Executive Report On The Customer Experience\u0094 carried out by CCIQ.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-31029","post","type-post","status-publish","format-standard","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 key technologies that will enhance the experience of customers in 2017 - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 key technologies that will enhance the experience of customers in 2017 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Cloud call recordings, IVR services and changes in customer-oriented metrics will be key tools to improve the customer experience, according to the \u00932016 Executive Report On The Customer Experience\u0094 carried out by CCIQ.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2016-10-04T07:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-13T11:49:03+00:00\" \/>\n<meta name=\"author\" content=\"Enreach\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Enreach\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\"},\"author\":{\"name\":\"Enreach\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"headline\":\"7 key technologies that will enhance the experience of customers in 2017\",\"datePublished\":\"2016-10-04T07:00:00+00:00\",\"dateModified\":\"2023-12-13T11:49:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\"},\"wordCount\":415,\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\",\"name\":\"7 key technologies that will enhance the experience of customers in 2017 - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"datePublished\":\"2016-10-04T07:00:00+00:00\",\"dateModified\":\"2023-12-13T11:49:03+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\"},\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"7 key technologies that will enhance the experience of customers in 2017\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3\",\"name\":\"Enreach\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g\",\"caption\":\"Enreach\"},\"sameAs\":[\"https:\/\/enreach.es\"],\"url\":\"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"7 key technologies that will enhance the experience of customers in 2017 - Enreach ES","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/","og_locale":"en_US","og_type":"article","og_title":"7 key technologies that will enhance the experience of customers in 2017 - Enreach ES","og_description":"Cloud call recordings, IVR services and changes in customer-oriented metrics will be key tools to improve the customer experience, according to the \u00932016 Executive Report On The Customer Experience\u0094 carried out by CCIQ.","og_url":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/","og_site_name":"Enreach ES","article_published_time":"2016-10-04T07:00:00+00:00","article_modified_time":"2023-12-13T11:49:03+00:00","author":"Enreach","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Enreach","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/"},"author":{"name":"Enreach","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"headline":"7 key technologies that will enhance the experience of customers in 2017","datePublished":"2016-10-04T07:00:00+00:00","dateModified":"2023-12-13T11:49:03+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/"},"wordCount":415,"articleSection":["Customer service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/","url":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/","name":"7 key technologies that will enhance the experience of customers in 2017 - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"datePublished":"2016-10-04T07:00:00+00:00","dateModified":"2023-12-13T11:49:03+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3"},"breadcrumb":{"@id":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/en\/blog\/blog7-key-technologies-that-will-enhance-the-experience-of-your-customers-in-2017\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/en\/"},{"@type":"ListItem","position":2,"name":"7 key technologies that will enhance the experience of customers in 2017"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/28954c3c2fff07efa64b14aae4e755e3","name":"Enreach","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/6c3d6ca5b1fa750a1a92fe9d4ca0c2386fa0535da2b857d01c1bb3ccd2dfc207?s=96&d=mm&r=g","caption":"Enreach"},"sameAs":["https:\/\/enreach.es"],"url":"https:\/\/enreach.es\/en\/blog\/author\/mk-admin\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/31029","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/comments?post=31029"}],"version-history":[{"count":1,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/31029\/revisions"}],"predecessor-version":[{"id":45322,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/31029\/revisions\/45322"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media?parent=31029"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/categories?post=31029"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/tags?post=31029"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}