Rose Kamau

Traditionally, reducing cost to serve or sell was the key objective of most contact centres. Recently however, leading companies are also embracing opportunities to engage more with their customers in order to deepen the relationship, increase advocacy and differentiate themselves from their competitors. Digital tools can increase engagement by integrating the human touch in a digital experience. In addition, although some tools are higher cost than voice, their effectiveness in resolving customer queries and means that overall, they play a key role in managing costs.

Understand how embracing digital will provide a unique opportunity to gain a significant competitive advantage in your organisation as well as analyse what technologies are being used, how agent roles are being shaped and what strategies are being adopted to drive customer engagement.