The 5th trend on Deloitte’s Global Contact Center survey for 2022 is to utilize valuable Customer Experiences to drive revenue into the business.
The number of leaders focusing on generating revenues will increase by twofold, while those focusing on cost reduction will drop by one third.
Proactive, personalized service is key to building trust and loyalty, to generate brand value and market share.
To enable this in existing systems, organizations can use:
Customer Relationship Management to view each customer and personalize service
Analytics to predict customer behavior and avoid churn
Omnichannel platforms for effortless service
Knowledge management resources for driving efficiency
Artificial Intelligence for proactive alerts on customer needs
The idea is to recognize the cost of a service in terms of value.
Learn more about our Omnichannel Contact Center services here.
