10-11 March 2027 | Sydney, Australia
The premier ANZ platform where customer contact leaders
shape the future of service and experience.
Whitepapers
Transforming Customer Experience to Stay Relevant - Lessons from Asia Pacific Contact Centre Leaders
In the wake of the pandemic, organisations have been re-thinking their customer strategies to deliver exceptional customer experience (CX) while coping with the day-to-day operational issues. Contact centres in Asia Pacific were also impacted by the disruption in offshore delivery, resulting in a rise of onshore outsourcing.
Despite these challenges, organisations have demonstrated great resilience by experimenting with various models of customer engagement.
This Webex by Cisco-commissioned whitepaper presents the key trends impacting contact centres in Asia Pacific and the implications for CX decision makers as they plan their organisations’ customer strategy for 2021 and beyond.
Better customer experiences with omnichannel engagement
More conversation leads to better relationships. This is true in life and in customer service.
Your guide to omnichannel customer support
Your door is always open, regardless of your business or support hours. Today’s customers ask questions at any time of the day or night and will wait for you to respond (but not for long). How customers do this varies— sometimes the customer is standing in line somewhere, browsing their mobile phone.
At other times, the customer is in front of their computer while at work, focused on three other tasks. Every now and again, the customer’s issue is urgent, and they need to reach you right away.
Unlocking the power of conversation
Conversations are complex. What could appear to be a simple exchange of words is actually communication that conveys meaning through so many small factors. Not just the words themselves, but the pauses, the tone, the laughter or sighs. Through a conversation humans have the ability to understand these nuances and to understand the richness of what could otherwise be a simple statement.
A conversation is memorable, meaningful and important to the way humans relate to each other. Only in a conversation can people convey empathy.
