Recent Gallup analysis shows fully engaged customers will give a 23% greater share of their wallet – providing a significant revenue opportunity for businesses to compete on quality of Customer Experience (CX).
With research showing that up to 96% of customers would consider switching from a business after a single bad service experience, there can be no doubt that service is a key differentiator for today’s customers. Contact centres have always been challenged by employee productivity and surges in demand, but never more so than now as remote working has brought new and more complex management issues.
At a time when the COVID-19 pandemic and subsequent lockdown has caused large-scale disruption to businesses worldwide, remote working has been a shining example of how to ensure ‘business as usual’, particularly in areas such as customer service. If Gartner predictions are correct that over 40% of all employees will continue remote working post-COVID, businesses must redefine remote working by ensuring customer service staff – contact centre agents and supervisors – are equipped with fit-for-purpose technology to ensure they deliver a truly first-class service to the customer. Anne-Meine Gramsma, Chief Commercial Officer at ContactCenter4ALL, explains.
