Customer expectations have changed rapidly over the last decade and the pandemic has accelerated that change. Today’s customers expect a consistent and high quality standard of service whatever channel they are using to interact with a brand.
The contact centre has a critical part to play in this. When customers have an issue they want to be solved, they expect any agent they engage with to understand who they are, to have a knowledge of their previous interactions with the brand, and to be able to provide constructive help. They most certainly don’t expect to be left waiting for their call to be picked up or, when it is, to be faced with a complex and irrelevant set of options to choose from.
Contact centres can deliver the positive brand experience that businesses and their customers want. But for them to play this positive role, they need to be underpinned with appropriate technology. During this virtual round table we will discuss the benefits of one particular technology, cloud computing, and how it can be efficiently implemented.
Moving contact centres to the cloud has a number of advantages. These include the flexibility to cope with differing levels of call volume, increased data security, and the ability of customer service agents to have access to detailed data about the customers they are engaging with, at any time and wherever they are.
These are strong potential benefits that not only strengthen the customer experience but also provide organisational benefits around costs, efficiencies, and compliance. But achieving these benefits requires attention to a number of issues:
- There is a need to collect and analyse data so that changing customer expectations can be understood, met and even predicted
- Planning must be in place to deal with foreseen and unforeseen seasonal changes in call volumes
- In order to maximise flexibility, organisations must be able to recruit and manage a global customer services team, many of whom may be working remotely
- The privacy and security of personal data must be safeguarded
- Operational costs and investments in technology must be tightly managed.
Join with us to discuss these important issues and explore what your peers in financial services are experiencing, and how they are reacting to these challenges.
The questions we will explore
During the meeting we will focus on questions such as:
- How can organisations decide whether a human agent or a chat bot should initially engage with caller, and when should self-service be promoted instead?
- What access to personalised data is needed for customers and how can this best be delivered? How can agents access the data they need including guidance on business requirements as well as customer expectations?
- How can personal data be kept secure and private, especially when many members of customer service teams may be temporary staff working from home?
- What are the practical technology issues around moving to cloud computing that need to be addressed, such as the integration mechanisms needed when moving from an on-premises solution?
Who is invited?
This breakfast meeting is designed for senior decision makers in financial services organisations. Delegates will work at large (1000+ employees) organisations in the financial services sector.
Be one of 7 senior IT professionals around our virtual table. For any enquiries, please contact Mergim on 0208 349 6458 or email firstname.lastname@example.org
This virtual roundtable is brought to you by Content Guru and is only for senior executives as mentioned above. Registrations of junior professionals, consultants, solution providers or other sellers to this market won’t be accepted. To be eligible you must be employed by a corporate legal entity such as a private company: if you are a sole trader or in a partnership other than a legally incorporated partnership, we will be unable to offer you a place.