Optimizing contact center resolution

Optimizing contact center resolution

The Delta Perspective


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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Delta Partners - TMT Advisory and Investment