As the global economy becomes increasingly interconnected and technologically advanced, consumers are both driving and also responding to great changes in the way they can research and complete purchases. As the range of consumer choice grows, so does the customer’s desire for convenience: a quick, simple way to discover what they want and secure it with a minimum of fuss.
In this article, we look at how contact centres manage key challenges, strategies while preparing for a truly omni-channel adoption.
To reach customer excellence you need to offer your customers the best, seamless experience possible. This means moving towards a model of one point of contact for the customer or if not the same contact then the same experience across channels i.e. an omnichannel approach. Marion Armand is Head of Customer Excellence Asia Pacific at Merck where she is currently leading a transition to give customers a unified experience in the APAC region. Ahead of the Contact Centres Asia 2018 conference she gives us her checklist for initiating this important change.
To reach customer excellence you need to offer your customers the best, seamless experience possible. Marion Armand, Head of Customer Excellence Asia Pacific at Merck, sits down with us to discuss in detail how she came to Singapore from Europe to lead customer excellence and drive the teams to offer a unified customer view.
The CCW Asia Excellence Awards honour, recognise and promote individuals and teams who have made a commitment to driving superior contact centre performance and customer excellence. The Awards are dedicated to recognising worldclass thinking, creativity and execution across the full spectrum of contact centre functions.
The Awards are judged by a panel of independent and esteemed contact centre leaders across Asia with vast experience in the industry. Winners will receive the recognition for leadership, vision, innovation and strategic accomplishments within the industry. Download the brochure to find out more.
Deep down, we know that “what is good for the customer is good for the business.” Unfortunately, we so often forget this concept when shaping our customer contact strategies.
Break this bad habit by discovering how you can simultaneously maximising customer satisfaction and profit in our exclusive article.
Research from IBM suggests that an amount in the region of $1 trillion is spent on 265 billion customer service calls each year. Despite great technological strides and innovations being made in the contact centre industry, billions of these calls end in an unsatisfactory manner, with an estimated 50% of them going entirely unresolved. The contact centre industry is ready to take the same technological innovations that are already transforming other sectors including retail, finance, travel and many others, and deliver the kind of seamless customer service that today’s digitally literate and discerning consumer market deserves.
Network with contact centre leaders at the 2019 Customer Contact Week Asia in Singapore. Discover the benefits of partnering with the event by downloading the sponsorship prospectus here