Do you want to understand the strategies and best practices around delivering superior customer contact experiences?
You must view our most comprehensive and insightful report yet! Compiled with over 100 responses from leading contact centres across the APAC region, we’ve explored some of the biggest themes in customer centricity including:
The Department of
Family and Community Services (FACS) works to improve the lives of children,
adults, families and communities in NSW. The department provides services to
Aboriginal people, children and young people, families, people who are in need
of housing, people with disability, their families and carers, women and older
people.
Fielding over 16,500
calls a month, with this number increasing on certain lines by a massive 2%
monthly, has meant that the contact centre has had to drive strategies to
improve first call resolution and encourage greater service in peak times.
Aiding some of the
State’s most vulnerable people though is no simple task, often leaving agents
mentally and emotionally fatigued, which is why FACS has chosen to drive
contact centre efficiencies through cultural transformation and agent
empowerment. Discussing these strategies in more detail is Wendy Keith, the
Director of the Housing Contact Centre at FACS.
Operating on a purely transactional basis, speed and
turnaround time has been the key focus of many organisations when it comes to
dealing with customers. Today, things are very much different. While fast
service is still one of the key indicators of success, customer centricity has
gone beyond the usual transactional model. Customer centricity is all about
fostering an amazing experience at every stage of the customer journey.
As a strategic customer touch-point the contact centre
offers an opportunity to deliver the superior experiences that customers have
come to expect, and that will really help differentiate your business from the
competition.
Ahead of Customer Contact Week 2020 we share with you the
CCW Spotlight Series, featuring local and international insights from contact
centre and customer experience leaders.
Interestingly though according
to a recent Customer Contact Week Australia
report,
“phone still remains the top channel (74%) where majority of customer
interactions are happening. It’s interesting to note though that other channels
such as web, email, chatbots and social media now handle one quarter of all
interactions – a significant figure by all measures.”
This statistic has lead
Deloitte UK to conclude that far from forcing the contact centre onto its death
bed, digital channels are actually giving contact centres a new lease on life.
As transcational enquiries move to self-serve channels, contact centre agents
are freed up to provide a more valuable service to customers.
This shift in emphasis has
imporant implication for how we operate our contact centres, with contact
centres moving towards being hubs of expert communication, capable of
delivering insight rather than information and adding substantive value to the
customer experience across traditional and digital channels.
With this in mind we take
a look at how three sectors, Banking, Marketing and Human Resources and
Procurement are harnessing call centre technologies and transformation
initiatives to optimise processes and deliver improved CX and UX. Read on to
learn more.
It’s often said that
chatbots are most useful for handling rote, repetitive tasks like account
inquiries and billing status updates, thereby freeing human agents to tackle
more high-value work that requires empathy and communication skills.
However, as the
technology grows increasingly sophisticated, there are a growing number of use
cases where chatbots can be used to provide a whole new level of customer
experience and employee experience. From chatbot-administered surveys
that vastly improve the UX design and response rates
to consultative bots that give customers diagnostic advice using
AI-powered insights, chatbots are capable of so much more thanwe realize.
In this Special Report,
you’ll discover: