THE WORLD-CLASS CONTACT CENTRE FORUM 2009
Multi Channel Contact is changing way in which the call centre operates but what does this mean to your business model?
Customer experience strategy is a vital item on the organisational agenda during the current economic downturn. Leading experts say that improving the performance of your customer experience is the best way to drive down cost and increase revenue and return on investment. Customer Experience has become the major battleground the marketplace where cost of service and share of wallet will determine the winners and losers.
This picture is made even more complex because the customer experience is now not just the competitive edge it is also the compliance benchmark for regulators. Treating customers fairly is a requirement for financial services companies but market regulators in energy communications and other services are starting to apply the same standards.
This is simply the biggest change to trading conditions since deregulation started to gain momentum 30 years ago. We hear phases like “Customer Journey” and the “Voice of the Customer” “channel of choice” “treat complaints as gifts”, all well and good but few companies have a clear view of what these mean or have a strategy that encompasses the multi channel experience and a plan to unify communications across your business? Last year some markets shrank by 90% so the last company standing will be the one with the right business model and Customer Experience is a key part of that business model.
This event was held on the 7th October to 8th October, 2009.
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