Contact centers have to keep pace with new customer demands following the proliferation of digital channels, increased mobility, changes in customer attitudes and concerns about data security and fraud
Customers expect seamless service across all channels of interaction and contact centers must revisit their multichannel strategies to deliver a consistent experience
Contact centers would do well to focus on a `rightshoring’ strategy – creating a good mix of onshore, nearshore and offshore delivery
Philippines, with its English-speaking pool; China, with its infrastructure; and South Africa, with voice capabilities, are the emerging outsourcing hubs
Banks must re-visit their contact center strategies to deliver enhanced customer experience in today’s multichannel environment, and at the same time leverage the benefits provided by a ‘rightshoring’ strategy. Mark Braddock, Senior Vice President Banking and Financial Services – Sales, talks about how a contact center needs to be developed.
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