Deep down, we know that “what is good for the customer is good for the business.” Unfortunately, we so often forget this concept when shaping our customer contact strategies.
Break this bad habit by discovering how you can simultaneously maximising customer satisfaction and profit in our exclusive article.
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.
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.
The 9th Contact Centres Asia Summit was a huge success and our best show yet! The event has witnessed year-on-year growth providing inspirational ideas and key takeaways to advance the role of contact centres into customer engagement and experience hubs that drive business performance and revenue generation. Download this Post Show Report to learn more about what happened in 2018.
Customer satisfaction has always been the ultimate contact centre goal. Combining people, process and technology to maximise satisfaction sounds simple! However there are a number of variables that create new challenges - and opportunites.
To enable you to deliver contact centre excellence, we've reviewed the top 5 factors you need to be aware of when developing your contact centre strategy
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.