Your contact centre is the heart of your organisation and is a key touchpoint in servicing customers throughout their relationship and journey with your brand. Needless to say, there is a huge amount of data gathered by customer and client services - whether that be customer and employee experience insight, or process and operational information - but this data is rarely collated and analysed as a whole to provide the depth and breadth of insight required to inform change initiatives and decision-making processes.
Within the Financial Services industry in particular, there are 3 key trends that are increasing the role and importance of the contact centre. By looking at the data generated by your organisation’s contact centre, you can understand the impact of these core trends and ensure the best employee and customer experiences are being delivered and supported by effective processes and systems.
So what are the 3 key trends impacting Financial Services organisations today?