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- Design. Moderation. Social.
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Digital channels have provided a range of new ways for citizens to interact with public service providers - but they have also heightened their expectations. Now more than ever, people want to reach you on a channel they choose, at a time that suits them. Investing in self-service and omni-channel engagement with a knowledgeable partner is now essential to achieving citizen satisfaction.
Identifying your business priorities is the first step to identifying areas of improvement that will benefit both your brand and your customers. Whether these involve customer experience directly or not, they can all drive positive transformation.
Once you have found the areas where you can make a change, it's time to consider how they will apply to your brand and the differences they could make to your customers. Do you need to transform to get to where you want to be?
Outsourcing is no longer just a cost saver - now it is a quality driver, empowering brands to reduce outgoings by streamlining service to shape customer experiences around their preferences as well as your business needs.
Whether you already outsource services, or want to start doing so, it's important to remember that the right outsourcing relationship is always a partnership; one where everyone is equally invested in success.
Capable solution design and integration means taking an engineered approach - tailoring suggestions and plans for improvement specifically to every brand, rather than taking a "one-size-fits-all" approach.
Moving away from traditional contact channels has been hugely beneficial for public sector bodies - investing in online self-service, for example, increases satisfaction among service users while reducing the demand for people to work on the phone.
Transformation doesn't have to involve new solutions, but it's always beneficial toexperiment. One of the advantages of outsourcing is that it empowers businesses to try new solutions with the help of experienced customer service professionals.
The benefit of having extensive customer and interaction data available is that you can gather information on the success of new contact technologies in real time. This insight empowers brands to objectively evaluate their value.
Trialling new contact technology effectively requires a significant amount of information and insight. Expert consultation is required to identify your business needs and find the right solutions - either off-the-shelf or bespoke tools.
Resource planning already involves in-depth knowledge of multiple relevant technologies. Planning consultants can offer advice not only on finding and implementing the right tools, but also how to fit them into your existing infrastructure.
Digital customer contact has saved millions across the public sector in recent years by reducing the demand for people to answer phones while encouraging citizens to help themselves via online portals, social media and supporting webchat.
Digital customer contact options have a transformative effect on the customer experience. A key benefit is demand optimisation - reducing contacts on expensive channels like voice while empowering customers to use channels they are comfortable with.
Data and analytics consulting empowers businesses to offer digital contact options with more insight than ever before. Consulting teams can now identify issues with processes, systems or training, providing actionable insight for improvement.
The first step in incorporating digital channels is identifying the ones to prioritise. Then technical consultants can provide guidance on software and implementation, ensuring that there are long term benefits and minimal short term disruption.
Resource planning experts are ideally placed to advise businesses on how to adjust to new channels while keeping services running smoothly. They can also implement workforce management designed to accommodate differing needs across the new channels.
Outsourcing is increasingly common in the public sector, as public bodies look to reduce costs while still offering high-quality service. The right outsourcing partner should be willing to collaborate on strategy and design solutions tailored to you.
Transformation should start with investment in insight and people. Insight allows companies to identify areas for improvement. Then, it's key to invest in ongoing training and motivational initiatives - key components for successful transformation.
With so much data on the performance and effectiveness of every contact channel, it doesn't make sense to restructure without analytics. The right consulting provider can offer actionable insight and guidance, with the aim of shaping future strategy.
Tailoring new technology investment to the particular expectations and wants of your customers is essential. Finding the right partner makes this process considerably easier, whether it's as a one-off investment or part of an ongoing restructuring.
Customer experience providers need to balance effectively meeting demand with ensuring that their teams are happy. When this is done effectively, the needs of customers and your people are ideally balanced and positive transformation can take place.
Driving customer advocacy requires reducing the amount of effort they have to put in to get what they want. Using digital and self-serve channels, and analytics to identify and resolve sticking points, means that advocacy comes naturally.
Improved customer advocacy is one of the main aims of customer transformation programmes. Metrics like Net Promoter Score enable providers to get a clear idea of how the service is impacting advocacy, and build future approaches around solid data.
Using data to identify the issues that most impact customers is one of the strongest drivers of customer advocacy. Customer experience providers can combine tackling problems as they arise as well with ongoing improvement of day-to-day service.
In a digital marketplace, brands need to find or develop a software solution that allows seamless omni-channel interaction. By taking customer contact to digital channels, companies with the right tech make advocacy as simple as hitting "retweet".
If your customer service team is happy, it will show in the quality of their work. Intuitive planning solutions allow companies to provide truly effective workforce management to drive advocacy within their own teams, as well as from their customers.
Integrating contact channels gives the people contacting you power over how and when they get in touch, and makes the process easier for them. You can also reduce contact by making self-service an option, keeping costs down in the process.
Omni-channel empowers businesses to transform the customer experience by integrating customer contact channels. Customers who approach businesses on Twitter, for example, can quickly move to webchat and seamlessly continue the conversation.
Using data and analytics, outsourcers can identify issues with specific contact channels. This insight also offers a strong business case for channel integration, if one is needed, as it provides knowledge of how customers want to be served.
Consulting services should incorporate a range of integration options and offer varying degrees of adaptability. At minimum, you should leave a consulting session with a clear idea of what is needed to reach the next stage of channel implementation.
Experienced resource planners can ensure channel integration is set up for success. Good planning in the early stages enables companies to avoid unpleasant surprises later, and offer the best possible service from the earliest possible time.
Finding the right solutions means investing in expert help; ideally a team that takes a scientific approach. Using the right tools to find the answers your business needs will save a lot of time, energy and trial and error in the future.
Industry research has demonstrated the advantages of taking a forward-thinking, digital approach, making the most of new technologies as opportunities to efficiently improve the customer and client experience.
At the moment, there is tremendous potential for service transformation to align with changing customer expectations - and they aren't going to stop changing any time soon, so that improvement must leave room for you to keep evolving.
Every brand is different; but the common reality is that a customer-oriented, digitally-focused approach can drive real improvement for clients, customers and teams. Drastic changes are coming in the way that we engage with customers, and how they advocate for us. With that in mind, it's worth considering new options - like digital contact or AI - to explore how they can benefit your business.