When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul.
Traditional contact centres need to adapt to meet the needs of an ever-changing environment - embrace omni-channel communications that genuinely manage customers experience end-to-end.
Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket.
A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced.
As the use of statistics becomes more commonplace, clued up organisations are using analytics. Here is a round-up of five common mistakes made when implementing Business Analytics and how they can be avoided.