Shaping Perceptions with an Exceptional Customer Experience
Evolving customer expectations, increased reliance on self-service, and the disruptive nature of COVID-19 pushed organisations to rethink their contact center operations and how they service customers. Improving the customer experience no longer means operating a traditional call center.
It’s about providing personalised interactions with empathy, omnichannel customer engagement, and using automation and artificial intelligence (AI) to improve agent productivity, customer loyalty, and retention.
Top 3 Business Priorities for Today’s Contact Centers
Improve the customer experience
Improve productivity
Reduce operating costs
Digitization
Improve self-service capabilities
Total (n-711)
IT (n-205)
LOB (n-506)
Bottlenecks in Implementing a Unified Customer Experience
01 | 08
Lack of customer-centric culture
02 | 08
Fragmented customer journeys and experiences
03 | 08
High volumes of data and a lack of data integration and analysis
04 | 08
Misaligned CX and employee experience (EX)
05 | 08
Limited omnichannel optimisation
06 | 08
Inconsistent customer feedback loops
07 | 08
Demonstratable ROI
08 | 08
Optimising customer experience and engagement with Cloud-Based Platforms
Enabler for secure, connected and digital experiences
We live in an era where customer demands are forcing brands towards digitisation with focus on creating disruptive business models to deliver value. As the means of collaboration have become increasingly digital, ecosystems have grown to become ‘Hyperconnected’.
Enterprises who embrace the changing dynamics and invest in a hyperconnected ecosystem strategy are entitled to numerous benefits and an exponential growth trajectory.
Features Driving Next- Generation Customer Experience Platforms
Deploying technologies such as AI, automation, and analytics enhances a cloud contact center’s capabilities, enabling customer engagement teams to deliver meaningful, streamlined experiences.
Sales
Agent assist, chatbots, speech analytics, and channel/API integration improve productivity and lead generation and drive revenue and loyalty.
IT
Migration is seamless from on premises to the cloud, with a tailored solution and minimal impact to workforce customers.
Customer Support
Productivity tools like intelligent call routing, AI-enabled chatbots, collaboration platforms, and channel/API integration improve agent productivity and performance and generate greater real-time insights.
Operations
Customer relationship management, multichannel integration, and programmable voice/messaging services improve customer lifetime value, customer satisfaction, and net promoter score.
Choosing the right customer experience partner
Decision-makers need to evaluate both the technology and operational capabilities of any potential partner. The right partner acts as an extension of the business, bringing industry, process, and technology expertise to bear in driving efficiencies and transformation.
Top Business Drivers for Using Managed Services for Customer Care and Contact Center Services
Increase revenues by enabling us to build new revenue-generating products and services faster
Business demanding more agility and/or speed from IT
Desire to more closely link IT with business performance
How Service Providers can Best Support Customer Care/ Contact Center in the Next Two to Three Years
Data strategy and master data management
CX benchmarking and best practices
Target operating model design
Agent assistant and automation
Workforce engagement
Front and back office integration
Customer journey mapping
Omni-channel orchestration
Crafting better brand experiences: The Essentials
Assess Security Capabilities
Ensure security for compliance, customer data, system breaches, and other vulnerabilities.
Evaluate CCaaS Platform Capabilities
For effective automation and seamless omnichannel journeys, assess front-end automation platform capabilities (cognitive assistant, cognitive self-service, built-in and self-healing RPA) and back-end automation and intelligence (smart routing, deep analytics, knowledge management). The capabilities and features required should align to the organisation’s long-term goals.
Assess CCaaS Providers’ Partner Ecosystems
While many CCaaS providers use a vendor-agnostic approach in partnering with multiple hyperscalers to allow flexibility in cloud infrastructures, it’s still important to choose an infrastructure based on security, pricing, and data localisation.
Prepare for Change Management
Consider the impact on agents and IT resources as CCaaS can offset the burden on IT and enable businesses to improve utilisation of agents.
Optimise for Omni-Channel
Consider the impact to the customer journey and how to optimise for omni-channel. This should be a key component in the organisation’s approach to vendor selection, evaluating requirements, and evaluating deployment options.
Now that you have a quick rundown..
Explore our expert reports in more depth.
