This quarter: We focus on benchmarking
The role of contact centres is changing. Whether it’s through increased deliverables on multi-channel solution sets, or through increased responsibilities on driving enterprise-wide strategy plans, the contact centre has never been more important to the success of the organisation. In this seventeenth issue of Interactions, we focus on today’s benchmarks and how the latest findings provide a thought provoking and interesting insight into current industry practices and evolving trends of the future.
Contact Centre’s Strategic Role in Business
We examine the strategic role of the contact centre in the development of the organisation and its success, through the provision of a coherent customer experience. The continued rise of mobility and the growing popularity of social media channels stand out as key factors and power continues to shift into the hands of customers. At the same time organisations find themselves caught in a peculiar paradox – they need to accommodate smart devices and social media in the way they do business, while still finding ways to deal with the same challenges they’ve faced for the past 15 years.
Contact Centre Service Operations in the Public Eye
There is evidence of a greater optimism within contact centres worldwide and a focus by organisations on improving customers’ experience. These changes are creating a future where everyone should be a winner. As the ‘command and control’ regime of today is replaced by a more integrated, less formal approach – we will see agents being empowered to serve customers in a cost effective way to create high value and sustainable relationships.
Balancing Technology with Evolving Customer Needs
To design a consistent and coherent customer interaction experience, it’s important to first understand what customer interaction management in your organisation looks like. As contact centres assume a more prominent role in customer interaction management, they need a specific technology focus and strategy to balance emerging technologies with existing technology architectures. For contact centres - historically conservative in their technology approach – this means making technology decisions that are within budget and that fully realise the benefits the new technologies have to offer.
Self-service: Perception vs. Reality
In a fiercely competitive marketplace, where products are becoming commoditised, service is undoubtedly a key differentiator and self-service is playing a vital role in this change. Self-service has truly reinvented itself and more users than ever are actively using it across different channels. Today, we see that organisations have begun to appreciate the value and mutual benefits in providing customers with an effective self-service choice.
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Global Marketing Manager
Customer Interactive Solutions