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What keeps customer contact leaders up at night? Common answers include reducing costs, creating more seamless customer interactions, leveraging chatbots, embracing the omnichannel revolution and improving support in digital channels. “Reducing agent effort” however is a far less popular option. It is time to change that reality. Read on to find out why this could be the answer to your contact centre strategy.
As the global economy becomes increasingly interconnected and technologically advanced, consumers are both driving and also responding to great changes in the way they can research and complete purchases. As the range of consumer choice grows, so does the customer’s desire for convenience: a quick, simple way to discover what they want and secure it with a minimum of fuss.
In this article, we look at how contact centres manage key challenges, strategies while preparing for a truly omni-channel adoption.
This easy-to-read infograph will show you the key trends and major differentiators of the past, current and future of contact centres.
In a truly customer-centric organization, technology will not have a negative impact on humanity. It will not even have a neutral effect. It will have a truly positive one. It will drive a new (yet still efficient) caliber of engagement. Connections will be stronger, more meaningful and more respectful of what customers want. We spoke to Sudesh Thevasenabathy, Head of Customer Care management for AXA who shared his take on this topic.
To reach customer excellence you need to offer your customers the best, seamless experience possible. This means moving towards a model of one point of contact for the customer or if not the same contact then the same experience across channels i.e. an omnichannel approach. Marion Armand is Head of Customer Excellence Asia Pacific at Merck where she is currently leading a transition to give customers a unified experience in the APAC region. Ahead of the Contact Centres Asia 2018 conference she gives us her checklist for initiating this important change.
Research from IBM suggests that an amount in the region of $1 trillion is spent on 265 billion customer service calls each year. Despite great technological strides and innovations being made in the contact centre industry, billions of these calls end in an unsatisfactory manner, with an estimated 50% of them going entirely unresolved. The contact centre industry is ready to take the same technological innovations that are already transforming other sectors including retail, finance, travel and many others, and deliver the kind of seamless customer service that today’s digitally literate and discerning consumer market deserves.
To reach customer excellence you need to offer your customers the best, seamless experience possible. Marion Armand, Head of Customer Excellence Asia Pacific at Merck, sits down with us to discuss in detail how she came to Singapore from Europe to lead customer excellence and drive the teams to offer a unified customer view.
Damian Leach, Head of Global Unified Communications & Contact Centre at Standard Chartered Bank shared his insight in setting the vision and measurable KPIs to evaluate and improve on digital processes for the Contact Centres. Download the presentation to know more.
Want to learn more about empowering contact centres to play a strategic role in customer journey mapping? Download the presentation from Dato’ Rafaai Samsi, Chief Customer Experience (CCX) | Chief Technology & Innovation Officer (CTIO) at Telekom Malaysia Berhad to learn the full story.