Everybody should be responsible for customer feedback. Every department and every manager should be able to connect on every channel to the customers who are donating their time to provide valuable insight. It should not be a dedicated team. How do we make this happen?
The best thing about wrapping up the year is the space we get to reflect on the year gone by and the year to come. As I started to write a predictions post for 2017, I found myself taking stock of my predictions last year, and where they had ended up.
We are now living in a digital first world, with well-informed and impatient customers using an omni-channel approach to interact with companies. Despite the availability of digital channels and approaches, customers still prefer to speak with a person for complex issues. So what does this mean for the call centre?
We are in an era of unprecedented business volatility. Businesses lifecycles are collapsing, and in the words of Brian Solis, “no business is too big to fail or too small to succeed”. The failure rate of businesses is accelerating and in this decade, it is expected to exceed 70%. With business changing at warp speed, what’s your strategy?