Poor customer service is costing businesses more than $75 billion a year. Even in this digital age, the human touch is still at the core of everything we do. However, in their efforts to automate and digitise, businesses often forget the power of effective customer service, especially so for front-line agents. How can we ensure our processes, people and technology work in tandem for maximum effectiveness?
This session aims to equip participants with the skills to empower agents to thrive in this “digital-first” environment, thus enabling businesses to harness people power to achieve outstanding customer service and experience.
78% of consumers permanently change how they feel about a company based on a single interaction with the contact centre. With increasing pressures to reduce cost and increase revenue, traditional contact centres are fast becoming multichannel and even omnichannel contact centres. This transformation is only made possible with people and technology. However, many businesses face uphill battles in making their contact centres truly digital. They also still perceive contact centres as cost centres. How can we digitally transform the contact centre to become a revenue generator?
This session aims to equip participants with key knowledge and insights for building an effective digital contact centre for the future, thus meeting increasing customer demands and expectations to achieve increased customer loyalty and subsequently create revenue-generating opportunities.