The work we do in contact centres is changing - moving away from repetitive phone calls, into providing unique multi-channel experiences for customers. Technology has the potential to help us improve collaboration internally to provide better service, and to ensure customers can get in touch with us more easily.
How can this approach improve customer experience?
Share your views on the main changes in your organisation and get free, preliminary access to the findings.
Organisations that embrace digital technologies have the opportunity to innovate and steer their customer service strategy for the future. This research, in association with Kcom, homes in on how we are adopting digital technologies to transform our customer contact experience.
Areas of focus include: The status of digital technology deployment/adoption; The importance of digital technologies to support improved customer experience; and the wider impact on the organisation of becoming more digital.