August 11, 2015
As industries continue to refine and become more specialised under the persistent pressure of digital disruption, the key definer of success has become an organisation’s ability to provide an invaluable customer experience — when and how the customer wants. Historically, the customer relationship has largely been managed over the phone, and usually in response to a complaint or issue.
That relationship must now extend beyond the realm of complaint management to include consistent engagement across all touch points and all stages of a customer interaction. Customer service has been superseded by customer experience and must no longer pander to the restraints of legacy systems, but instead cater to the demands of the customer. One of the trends we have seen as a result is enterprises in Australia reversing the offshoring trend and bringing the contact centre back to local ground.
