Knowledge - Insights: Chair Reports

Future of the Contact Centre

It was a good crowd – an industry in genuine transformation – a busy agenda to mirror the extent of change. So the signs pointed to a great event which indeed it turned out to be.
We began with an outside-in view from BT’s bi-annual consumer research presented of course by the inimitable Nicola Millard. As expected, customers value low effort engagement. They want self service when things are simple, live assistance when things get complicated and proactive service when things can be anticipated. Chatbots with well signposted escalation are also appreciated as is intelligent routing when it achieves the best match between need and solution. As usual, Nicola provided a great scene setter.
So are brands rising to the occasion? We heard some great examples. First up to show us something new was the Daily Mail Group (DMG) and the Limitless offering which leverages the power of crowd sourcing.
Suzi Caesar from DMG framed the presentation in terms of the following targets she had set herself. Reduce annual cost to service by 30%. Double customer satisfaction and improve response times. Be available where many customers spend time (social). Be able to meet unpredictable demand with a ‘pay as you go’ model.
These were met with the Limitless solution which essentially farms out suitable inbound demand to a team of recruited and trained customer volunteers who are rewarded for their efforts. It’s proved a great success and a model others should certainly be looking at. 30% of contacts are now handled by the Help Advisers. Average response time is now just five minutes. Customer satisfaction is 95%+ and cost to service is reduced by 50%.
I’ve been a fan of community based service ever since the early days of social customer service. It’s nice to see the proposition reinvented and working well.

You may also like...

Download this Chair Report

Engage Customer Insights offers free downloads for registered users. Please complete the form. In addition to providing the white paper download, this also gives you access to our free weekly newsletter and the opportunity to receive invites to our world-class events and webinars.

 

Chair Report – Future of the Contact Centre 2018 – Martin Hill-Wilson

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website https://ebm.media

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website https://ebm.media