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Becoming digital - Are you ready?


Download this research to find out how digitisation of customer experiences can bring wide-ranging benefits to organisations.

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Digitisation has brought opportunities and challenges in almost equal measure. It has caused the major disruption of traditional business models and within customer experience, has led to significant changes in the ways in which individuals are contacting, transacting and interacting with organisations. Agile new entrants, free from the shackles of legacy systems and able to capitalise on novel business models, present a threat to existing organisations. The advent of mobile and web-based technology and social media has also raised customer expectations regarding speed of service and quality of resolution to dizzy new heights. These innovations have been adopted by customers at differing speeds and intensities, which have raised further questions of organisations regarding providing a parity of service to all customers. Generation Y, for example, is technology savvy, has higher expectations of business and larger disposable income. Overall this group has less time, are comfortable buying online and are less loyal to brands.

At the same time, digitisation can bring wide-ranging benefits for organisations. It can speed up the innovation and development of new products and services, extend the reach of organisations and improve processes, management decisions and strategy. This research explores how digital transformation is being realised within today‚?Ts customer-focused organisations.

Collaborative Working: Harnessing technology to improve collective agent activity

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?
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Digital Technology: Enabling organisations to improve customer experience

This latest research project, in association with KCOM, focuses in on how we are adopting digital technologies to transform our customer contact experience.
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Current Trends in Business Process Outsourcing

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.
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CCA Research Compendium 15/16

CCA Research Compendium is an essential reference source for customer contact professionals.
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Future Contact Centre Customer

What are the top customer service strategies to service the contact centre customer of the future?
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