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Future Contact Centre Customer
What are the top customer service strategies to service the contact centre customer of the future?
This research we are conducting in association with Kura focuses specifically on:
The biggest customer service challenges facing organisations
How challenges like reducing customer effort, improving quality and meeting the rising expectations of customers are being tackled
Whether organisations are flexible enough to adapt to ever increasing opportunities
How proactive organisations are being with their customer service strategy
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future.
Technology has radically changed the way our customers communicate with us and their service expectations continue to increase. How are businesses using technology to communicate internally, and with customers, to keep up?
For this research, conducted in association with Silver Partners Agilisys, we surveyed both BPO operators and in-house providers on their views on some critical issues related to the outsourcing agenda.