Can organisations use their contact centres to rebuild trust with customers, and critically help retain and grow business?
Yes is the resounding answer according to our Industry Council leadership forum who met last week.
The group concluded that they now have a mandate for change, to make the case for this to be a boardroom issue. All the evidence shows that front line staff who share a sense of purpose with their brand will deliver better results in terms of customer outcome.
Having the right balance of automation and personalisation is a major factor for success, ensuring that customers can seamlessly self serve when it suits them, freeing up specialist voice channels when they are more appropriate. The good news is that we now have evidence of these strategies working, however success depends on brave leaders who will stick with it.