Today’s complex contact centre space demands intense levels of front-line support and meaningful voice and digital interactions. Outsourcing has always been an alternative for contact centres looking to save money, but at the cost of potential linguistical and cultural misunderstandings.
We live in a world where everything but experience is being commoditised, and experience delivers greater returns when done well. That’s why organisations need customer-centric leadership to drive a customer experience (CX) culture from within.
The financial services industry is working hard to digitise customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions are at risk of losing out to customer-focused competitors.
Many organisations say that their employees are their most important assets, but few really know how their employees are feeling, or the effect those feelings on their performance and loyalty.
Just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to turn over to a machine is a challenge, as one must balance core service goals with digital worker capabilities and provide exceptional customer experience.
Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organisational silos, data integration gaps, and many other challenges often prevent companies from turning their omnichannel vision into reality.
Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder of England’s success and newfound talent. In honour of their over-achievement and hard work, let’s look at three customer and employee experience lessons we took away from 2018’s World Cup.
Great EX leads to even better CX
The moment has come, and The World Cup has already shocked and awed since we last highlighted some fantastic brands that scored in their marketing campaigns. And now that everything’s underway your favourite teams have probably had their fair share of cheers and jeers (sorry Germany, Spain, and Argentina).