Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.
Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.
There’s no overstating the importance of having high-quality contact centres. These centres are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.
Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option.
Australia’s travel industry is seeing signs of hope after a dismal year marked by bush fires and pandemic lockdowns. Although most international borders are likely to remain closed through 2021, domestic travel and tourism within Australia are expected to rebound in the coming months as state border restrictions are lifted and greater movement is permitted between the states and territories.
The pandemic accelerated digital adoption of messaging, web and cloud at light speed, and in doing so contact centres have been at the front-line of large volumes of people in need for support, comfort and information.
The COVID-19 vaccination rollout has been an incredible task across the globe. Australia, now faced with the task of its own steady rollout needs to focus on the ways other countries have successfully, and unsuccessfully, released it to the public.
The digital customer reality is upon us. Over the past few years, there has been the emergence of “mobile-only” customers who prefer digital and mobile tools. The line between the online and offline worlds continues to blur more every day with mobile banking and tools, virtual customer service, and robust shopping experiences. It’s nearly impossible to serve customers without employing digital channels.
