The Goal: Creating a lean, digital-first contact centre model.
The Solution: Investing in digital and mobile experiences; Automating low-sentiment, high volume customer interactions through digital and AI-powered capabilities; With the Agile organisation structured, customer journeys are streamlined to remove workload and deliver amazing customer experiences.
Tools used: chatbots, virtual assistants, mobile applications, predictive analytics.
The Results: 25% Y-o-Y reduction in contact centre FTE; 25% reduction in voice calls; Increase in chat-based service delivery from 7% of total customer interactions in 2016 to 28% in 2018; Virtual assistants and chatbots address 25% of all chat-based customer interactions.
He shares insights into this journey around:
Focusing the business on designing out friction in its business processes
Understanding the push and pull levers across customer segments to tailor relevant service experiences and digital adoption
Making data the foundation of service experiences
Implementing outcome based accreditation to rebuild a high performing culture.
Check out the incredible speaker line-up to see who will be joining Grant.
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