The Top Five Strategies to Service the Contact Centre Customer of the Future Arceeb Moughal – Director of Commercial, Kura Oonagh McBride – Head of Inisoft, Inisoft
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The Top Five Strategies to Service the Contact Centre Customer of the Future
Arceeb Moughal – Director of Commercial, KuraOonagh McBride – Head of Inisoft, Inisoft
Our Research
• “Always On”
• The Evolution of Technology
• The Role of the Adviser
Key Challenges
Increasing customer self service
Reducing customer effort (process simplification)
Maximising new channels like social
media
Improving quality
• Lead from the top down
• Personal, empathetic and complex problem solving
• Setting-up people for success
• Measuring performance
• Be proactive, seize opportunities
The Top Five Strategies
Personal, Empathetic and Complex Problem Solving
60% stated a future adviser should be able to handle complex interactions and 52% said they should have emotional intelligence and empathy.
81% of members surveyed said customers are looking for greater personalisation.
Setting-Up People for Success
Yet, 33% stated their advisers have a skills gap.
75% stated sufficient training
is given to advisers.
The number one skill for the future is the ability to handle multi-channel interactions.
Measuring Performance
Their biggest customer service challenge was reducing
customer effort
...yet only 8% are actively measuring this
AHT is the third most usedmetric in a contact centre
Be Proactive, Seize Opportunities
To be proactive you need…
However, 71% reported poor or outdated systems as a key barrier.
Lead From The Top Down
Investment must clearly demonstrate it will improve customer satisfaction.
Board level buy—in will be granted if it can be supported from existing budgets.
What Does All This Mean?
• A learning environment
• Measure the right things
• Give people the right tools
• Show me the money
• Get personal with your customer
Who are we?
Why we’re in Business
Our Vision:
“To be recognised across allorganisations as unrivalled
in developing people”
Our Philosophy:
“To help people be thebest they can be”
Contact Us
For more information on our services or to get your hands on a copy of this latest research, contact us at:
Email: [email protected] Email: [email protected]: www.wearekura.com Web: www.inisoft.com
@wearekura @InisoftLtd
Kura (CS) Ltd Inisoft Ltd
Thank You
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