As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service is critical.
The contact centre industry is facing three major challenges. Emerging technologies such as Artificial Intelligence (AI) and Bots are changing the customer experience at a time when consumers expect instant, round-the-clock gratification. New legislation such as the General Data Protection Regulation (GDPR) puts increased administrative burden on contact centres forced to review their processes around sensitive customer data. Last but no means least, the wealth of contact centre solutions available can be overwhelming making it difficult to choose the right technology. But never fear!
The magic ingredients to exceeding customer expectations are people, process and technology and combining all three in equal measure is the recipe for success. Now more than ever before, people, process and technology need to be at the top of their game to provide an exceptional customer experience. But where do you begin?
Here is a three-point plan to focus your mind on the top priorities.
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1. People – finding and keeping multi-skilled agents who are capable of providing a personalised service, whatever the channel, is a major hurdle. Contact centres should strive to become preferred places of work. Stand out from the crowd by:
2. Process – the imminent arrival of GDPR is spreading unnecessary panic across many organisations but it needn’t be that way. Companies who have long been dedicated to customer data security will already have established consistent ways of working and a set of robust processes meaning they are well on the way to GDPR preparedness.
When it comes to improving the overall customer experience, consider the customer’s perspective first when developing processes. Remember to take the following three actions to create the perfect contact centre inside and out:
3. Let technology do the rest – once you’ve established a tight link between people and processes, make technology your best friend. Use the latest cloud-based solutions to:
About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Friday, June 15, 2018
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