Optimizing contact center resolution
There is an increasing pressure to deliver a great resolution experience.
ACCELERATION OF DIGITAL SHIFTING THE NATURE OF HUMAN SUPPORT
- Strengthened capabilities in channels making digital a viable option for 80-90% of customer queries
- Only the most complex issues will require human support à need for highly-skilled, empathetic agents
INCREASING COMPLEXITY IN THE TELCO PRODUCT & SERVICE ECOSYSTEM
- Growing number of Telco partners – increasing need for integrated support channels
- Product portfolio complexity rising as 5G continues to grow
RISING BAR IN CUSTOMER EXPECTATIONS
- Cross-industry perceptual competitors (e.g. Amazon) setting new standards for good CX
- Experiences enabled by emerging tech (e.g. AR/VR) becoming mainstream
INCREASED RELEVANCE OF CARE AS A STRATEGIC REVENUE GENERATOR
- Customer journey no longer linear - opportunities to drive top-line growth exist at all points in the lifecycle
- Decreasing marketing ROI as a result of higher fees from ad giants
Take a look at our latest point of view on how to optimize contact center resolution.
Download the report below.
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