Guest blog by Craig Farley, Head of Consulting at IPI
The pandemic has forced unprecedented change upon the contact centre. Over the last year, contact centres across the country have had to quickly usher in technology to facilitate remote working and keep a vital line of communication with customers open. However, as the dust starts to settle and the UK market continues its phased re-opening, the contact centre has an opportunity to review and evolve operations to better meet the demands of a new age of digitally-enlightened customers.
As the ‘human touch-point’ in a digital journey, the contact centre plays a pivotal role in facilitating a good customer journey. As the ‘go to’ point for customer queries and complaints, orders and refunds, payments and account management, the contact centre is at the core of an organisation’s operations – and as such can make or break a customer’s experience with a brand.
As organisations look to return to a business as normal(-ish) world, it is pivotal to make sure that all the cogs in the customer experience chain are functioning well. Central to this will be the contact centre and considering the role that technology (beyond remote working) can play in smoothing out the customer journey. Here are some of our top suggestions for optimising the contact centre in a post-pandemic world:
While the past year has been nothing short of tumultuous for organisations, there is now an opportunity to reflect on what we have learnt over the last year and evolve for the better. By taking stock and allowing time to redefine processes to better reflect customers as they are now, rather than the customer they were pre-pandemic, brands can make their operations more fit for purpose and deliver a better overall experience to customers. Technology can ease this process substantially and through seemingly small changes, can deliver meaningful enhancements to the customer journey.