We speak to Gerry Brown, the Customer Lifeguard, who is on a mission to save the world from bad customer service. Hear his views on consumer behaviour since the crisis and what evolutionary organisations have done to keep their foot on the accelerator.
The workplace has changed drastically over the course of this year – and even as some people return to the office, social distancing measures have led to speculation that COVID-19 could mean the end of call and contact centres. However, these centres employ 4% of the UK’s working population, and – due to increasingly complex customer needs – are a must-have to ensure business success.
Richard Farrell and Dave Pattman, CX Services Managing Director from Gobeyond, consider how tough it is to deal with the continuous uncertainty that the pandemic has caused, we ask how can organisations work through the changing policies and processes and get to the value quicker?
Richard Farrell and Dave Pattman, CX Services Managing Director from Gobeyond, explain how organisations can move at pace with their digital transformation, balancing the need to optimise the efficiency of interactions, with driving and improving customer service levels.
During these adverse times, the support local councils and housing associations have shown local communities has been amazing. We’ve seen digital transformation at its best.
RPA has been successfully used in NHS Trusts to automate routine systems and data tasks – what’s the next digital-first win?