In today’s market, contact centres are evolving to become ‘relationship hubs’ than mere ‘interaction handlers’. Contact centres have evolved to handle queries from a number of channels like web, social media, email, chat and voice. The role of the contact centre agent is getting complex and critical with the increasing digitisation of transactional queries. Whichever interaction method the customer chooses, every enterprise wants to use these footprints to
- Enhance customer experience,
- Generate more value from those interactions, and
- Reduce costs.
Contact Centre managers are increasingly looking at suppliers who are aware of and can adapt to this landscape. We work with people and for people to bring passion, experience and excellence to deliver these objectives across all consumer touch points.
Whether the interactions are multi-channel or truly omnichannel, the key to going digital is to make incremental improvements in a gradual manner. Whether it is a small change to the website, or improving the navigation on the IVR or promoting & incentivising the usage of chat, every small change helps embrace digital. After all if digital adoption was all that easy, everyone would have been there, done that!
Having worked in the Business Process Management industry for over 2 decades, we have leveraged our collective experience to bring CareXa, our customer management framework to help improve experience, generate more value and reduce total cost of ownership for contact centres.