Business leaders have long known that customers value consistency from brands and that they base their expectations on previous experiences. But what does it mean to deliver a consistent customer experience during these unprecedented times?
Consumer preferences are always on the move, and every industry must race to meet their expectations. The BPO market is no different. To stay relevant, the customer service industry must prioritise technology for continuity and to enhance customer and employee experiences.
From a sales perspective, the coronavirus pandemic is essentially a reset button. Sales activities, targets, operations, and plans have all been overturned. However, it has not changed the need for sales teams to produce results.