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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.
In 2000, less than 7% of the world had internet access. Fast forward to today and that figure rises to a whopping 63% — a fact that’s even more astounding as it includes emerging and developing economies — where 93% are on social media. Just think, most of us didn’t even know what that was in 2000.
Fielding over 11,500 inbound calls a day, agents had little time to determine call purpose before routing calls. With a target KPI of answering 70% of all calls within 30 seconds, they needed a solution for optimising inbound and emergency calls by tackling incorrect transfers and relieve strain on operators.
Only around 30% of companies achieve digital transformation success. Their efforts can be big and costly, and may require the whole organisation to change shape. This wholesale digital transformation is the ‘moon shot,’ yet baby steps might well be the way to go for those struggling to progress, or even start their digital journey.
RCHT embarked on an outpatient transformation programme to optimise their referrals and give patients greater control and convenience with their appointments
Digital Transformation continues to be presented as a priority for businesses worldwide. And each year the volume of published content on the subject grows. But if the pressure to digitally transform is such a priority, why isn’t everyone making more progress?
Cloud is transforming organisations the world over, unleashing $1 trillion in value for Fortune 500 companies alone. 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.
Financial services CIOs are under the thumb. Ballooning inflation is squeezing them into doing more with less, while tighter regulations are driving a need to deliver positive customer outcomes. And then there’s the build vs. buy question.
There’s an awkward truth lurking inside contact centres — where data silos create a headache for data integration.