The new rules of customer engagement
Freshworks shares actionable insights from its first multi-country survey on customer engagement.
Today's customers have expectations. The well-informed digitally savvy ones in particular want to do business with companies that know them, understand their expectations intimately, and design experiences that meet their needs.
At Freshworks, we see the customer engagement industry going through rapid change. Not only do we want to understand and anticipate this change, we want to impact it. What do customers really expect? Where, when and how are they communicating with brands of their choice?
In this white paper, we share actionable insights from our first multi-country survey on customer engagement, based on the responses of 3 000 consumers across six countries.
Date: 05 Aug 2019
Competitive advantages of modernising your contact centre infrastructure
Outdated contact centre software does not allow for an omnichannel customer journey, nor does it offer personalised self-service options.
The primary goal of the contact centre is to ensure an optimal and satisfying customer experience. However, an obsolete technological infrastructure puts this premise at risk. Consequently, contact centre modernisation is imminent for BPOs to meet their customers' expectations.
Old and outdated contact centre software does not allow for an omnichannel customer journey. Nor does it offer personalised and intelligent self-service options, factors that affect the consistency of customer service. Moreover, not having automatic solutions to monitor contact centre operations negatively affects the customer experience.
To mitigate these needs, BPOs must modernise their technology infrastructures with innovative contact centre solutions; state-of-the-art tools that facilitate an uninterrupted customer journey tailored to the customer's needs. This white paper will explore these in more detail.
Date: 01 Aug 2019
The ultimate guide to omnichannel customer service
Modern customers still expect you to meet them on their terms and on the channels of their choice.
Customers have changed and so have their expectations from you. Our recent survey of 3 000 global customers shows that 47% of them want more from brands than they did just two years ago. The modern customer journey isn't always linear, nor is it predictable. But customers still expect you to meet them on their terms and on the channels of their choice.
Customers today demand connected experiences regardless of the number of channels they use. Journeys filled with friction and broken conversations are no longer acceptable. In fact, 56% of customers have stopped doing business with a brand after just one bad experience.
How do you deliver on these expectations? How can you wow your customers with memorable, cohesive conversations? And, most importantly, how can this help you win customers for life? Find the answers in this white paper, with actionable tips to help you deliver seamless cross-channel experiences
Date: 29 July 2019
President Cyril Ramaphosa: State of the Nation Address 2019
On 20 June 2019, President Cyril Ramaphosa presented the State of the Nation Address. Among several others, two key aspects remain centre stage in his address:
- The importance of foreign investment into South Africa; and to quote: “If we are to be internationally competitive, if we are to attract investment, we must address the high cost of doing business and complicated and lengthy regulatory processes.”
- Creating jobs and addressing the youth unemployment problem is a key priority, and to quote: “If we are to be internationally competitive, if we are to attract investment, we must address the high cost of doing business and complicated and lengthy regulatory processes.”
This bodes well for the contact centre and BPO environment to support all efforts to make these industries effective for job seekers and attractive for investors.
To see the full SONA, go to www.gov.za/speeches/2SONA2019