Building a 2020 call centre

Let’s set the basis for if one had to build a 2020 call centre. Firstly, we are always going to put our people first and then in terms of: • Processes: Easy is the new loyalty • Systems: Omni-channel contact is required • Information: A single view of the customer will become a reality •…

Omni-channel contact and a single view of the customer

The following few posts focuses on an article by Dr Nicola Millard and takes a look at how those concepts for designing a 2020 strategy are applied in a South African company, for these particular posts Woolworths was selected and their publicly available Integrated Report for 2016 was used for information.   OMNI-CHANNEL CONTACT: Globally: It…

Easy is the new Loyalty

Globally: Consumers in the UK are claiming that loyalty is a thing of the past however they will return to do business if the experience is easy, therefore companies like British Telecom are using an indicator called the NetEasy Score in which they ask customers to rate the ease of their experience. The feedback is…

2020 Customer Service

The following is a summary from an article by Dr Nicola J. Millard on the evolution of the contact centre; Call centres will evolve from transaction processing entities to strategically important channels and become the beating heart of strategy. Complex problem solving will become the primary role of a contact centre agent Communication skills, analytical…