Articles

6 Things Contact Centres Need To Know To Capitalise On The New Customer Experience

6 Things Contact Centres Need To Know To Capitalise On The New Customer Experience

In a world increasingly being dominated by digital, today’s contact centre professionals have embraced a new customer experience.
As customer expectations continue to be transformed by new technologies, contact centres have begun to recognise customer satisfaction as a critical focus for growth in the future, with many placing emphasis on the importance of creating an omni-channel engagement centre. 
Tackling Key Challenges in Being Truly Omni-Channel

Tackling Key Challenges in Being Truly Omni-Channel

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. 

The Checklist to Drive a Unified Customer Experience

The Checklist to Drive a Unified Customer Experience

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.

Driving a Unified Customer View for Better Customer Experience

Driving a Unified Customer View for Better Customer Experience

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. 

Implementing AI and RPA Technology to Improve Efficency and CX

Implementing AI and RPA Technology to Improve Efficency and CX

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.