In the uncertain economic landscape, more and more customers are finding themselves in financial difficulties – and are looking to contact centres for advice and reassurance. This has resulted in soaring call volumes, which is adding further pressure on contact centres far and wide.
There are also additional factors at play. As technologies emerge and evolve faster than ever before, it’s tough for organisations to know where to focus their time, resources and budgets to create a balance between demand and efficiency.
So how can you begin to navigate these obstacles to transform your contact centre strategy?
During our recent CX Forum, hosted by Simon Harrow, COO at iGO4, and attended by other industry leaders, we spoke in depth about key areas organisations need to consider if they are to enhance both customer experience and operations.