Blog – Page 2
Page 2: Insight and commentary from our team of customer experience experts.
Customer care is at an inflection point: demands are higher and resources are limited. According to a McKinsey survey, organisations’ existing capacities are being challenged by higher call volumes and more complex and challenging enquiries. Employers are also struggling to retain customer care agents, who are being poached by competitors or feeling dissatisfied in their work.
Technology’s role in our lives continues to grow. Smart cities, for example, are on the rise — where places leverage and integrate technologies, data, communications and collaboration to facilitate a range of objectives. These goals include: making citizens lives better, generating revenue and promoting sustainability.
Where wholesale digital transformation is the ‘moon shot,’ baby steps might well be the way to go for those struggling to progress, or even start, their digital journey.
The topic of digital transformation continues to be a priority, but why isn’t everyone making progress? Richard Higginbotham shares his insights.
About 90% of the cloud’s value comes from the innovation, faster time-to-market, resiliency, and cost savings it unleashes. The contact centre, the portal between a business and its customers, is especially poised to reap the benefits of cloud migration.
Mark Gannon and Richard Higginbotham attended Socitm’s Modernising Service Delivery for local government 2022 event. Here’s their round up…