Contact Centres – YOU ARE THE WEAKEST LINK, GOODBYE
Change or die is the message here. Progress means change is inevitable, yet we often see reluctance from business in this regard.
Changing gradually, is more of an evolutionary path and generally means a less bumpy and more controlled transition.
Change for the sake of change is questionable, however, change because your customers are demanding it is smart and clearly demonstrates customer-centric behaviours. It says “we are listening, and we are implementing the services you’re telling us are important to you”
A business’s inability to evolve generally results in frustrated customers, and ultimately customer defections.
It does increasingly feel like businesses make it difficult for you to contact them, doesn’t it, and although many of them are embracing digital channels like social media to broadcast their marketing messages. Ironically, this opens up new channels for customers and, yet those same organisations have so far failed to embrace the two-way nature of the communication that it enables. Broadly speaking, this is because these have become siloes that are unconnected, and unregulated, and staffed by unprepared team members.
There is no excuse for this, because the technology to rapidly deploy a connected omni-channel solution is available today. And to meet customers on their chosen channel without needing to rip and replace existing investment can be in place within days.