The world has changed and it's never going to be the same again. Customers are evolving, staff members needs are changing, and contact centres need to adapt to operating in this new world.
We're coming off the back of a year that for many of us was tough - for some both professionally and personally. We had to quickly adjust our ways of working and support our teams to do the same.
We didn't always get it right. Our performance has suffered, and while we managed a lot of change last year, we didn't get to choose the initiatives that we focused on.
But here we are a year on and it's now time to start looking forward. To ask good questions.
Questions like:
What will our customer's need from us this year?
What technology and processes will we need to enable and deliver that?
What channels should I be focusing on?
How do I better use data to deliver enhanced experience to my customers and employees?
How will I best support, engage and develop my team?
We're asking those questions too. That's why we created the latest report in our Contact Centre Transformation Series, titled How to Manage Customer Experience in 2021.
This report hones in on the 5 key trends we're seeing rise to prominence in 2021. There's some trends in here that have been doing the rounds for a while now, and are resurfacing with a strong focus and a firm foothold in the minds and budgets of leading organisations this year.
There's some impactful stats that you can share with your executive team to drive buy in for your wish list of improvement initiatives.
There's insights that will help guide and focus your thinking when you are planning how to deliver your objectives for the year ahead.
In this report, we outline trends that will help to answer those questions - help identify and meet the future demands of your customers.
Once you have read this report, you'll be armed with the insights you need to develop a clear roadmap for your business' evolution through the remainder of this year.
This will set you on a path to improve your performance metrics, engage your customers and your staff members, and build a platform for ongoing success.
Many of us have already lost a year of intentional, strategic evolution, instead focusing our attention on reactively responding to the events of 2020.
In contrast, while we took a back step in terms of evolution, our customers took giant leaps forward, smashing the rate of adoption of online and digital support channels.
Standing still this year is not an option. Budgets are tight, so you have to focus your attention on those activities that will most thoroughly address your customer's needs.
The first step is to understand and identify the 5 key trends you need to adopt this year, then to build your transformation program to address those trends.