Welcome to your world
As a Contact Centre Manager on the frontline, you’re no stranger to the new communications possibilities and pressures that today’s ever-evolving technology brings.
You’ve now got more opportunities for creating delightful customer experiences, but you’ve also got to live up to more demanding expectations from digitally savvy consumers and employees.
And as new channels are added to traditional ones, you’ve got to manage increased complexity while still balancing stretched budgets.
So, what’s the way forward? By approaching challenges as opportunities in disguise – and keeping customer satisfaction as the guiding light – the path to creating great relationships becomes clear.
Explore our contact centre manager's guide to customer conversations to find out more.
In the rush to digital transformation, new technology is too often implemented without the customer impacts being properly assessed, or the ROI evaluated in more meaningful terms than just direct costs.
If you’re having to deal with too many point solutions, delivering a seamless customer journey can feel like tackling an obstacle course.
Our research found that 61% of customers have experienced difficulties switching from one channel to another. It’s not the fault of any of the channels, but the lack of integration between them.
As new channels are added to traditional ones, organisations can get swamped trying to manage legacy infrastructures.
That leaves your teams firefighting day-to-day issues, rather than doing what you do best – delighting your callers.
Our research also discovered 86% of people will re-evaluate a relationship following a bad customer experience.
Find out how we can help