Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards
Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this...
Why the contact centre’s biggest contribution to retail success is to drive contact online.
Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by ‘showrooms’ whose sole purpose would be to support the research phase of the shopping experience. Their prediction is at least part way to becoming true, with leading retailers from John Lewis to Burberry replacing stores with showrooms across the UK.
Could the same thing happen in contact centres? Instead of serving customers, could their new role be to help customers serve themselves?
Simply fill in your details below and you will get instant access to the free paper.