The modern contact centre is coming of age, but what changes should contact centre managers be implementing to ensure it matures into a competent provider of memorable customer experience (CX)?
CX has become the fundamental driver of business in the modern hyper-connected and highly competitive marketplace. That's why the modern contact centre needs to improve infrastructure, to accommodate new digital communication channels, and implement processes and procedures that improve customer engagement and drive strategic CX outcomes.
These 10 steps to CX maturity in your contact centre offer the ideal roadmap to achieve these strategic objectives, to effectively transform your operation into a fully-fledged contact centre of the future. Download this eBook to learn:
The key elements that define a mature, modern contact centre.
How to future-proof your contact centre's capabilities.
How factors such as changing customer demands and preferences, channel fragmentation and digitisation are reshaping the modern contact centre.
Why the matured contact centre should sit at the heart of your business's CX strategy.
How to transform you contact centre from a cost centre to revenue and profit generator.
Pivotal Data won the bid based on the competitiveness of their pricing model, their proven track record, technical competencies and their ability to provision a contact centre solution from the cloud. We have improved our responsiveness and resolution times for disputes or claims, which ultimately improves customer satisfaction.
Pierre van Lelyveld
Chief Information Officer, BetterLife Group
Moving to Pivotal Data enabled Harambee to create a resilient and highly scalable multichannel contact center. We benefit from a flexible licensing model that reduces capital expenditure and provides instant access to features such as chat, advanced IVR, workforce optimisation and outbound dialers.
Head of Contact Centre, Harambee
ABOUT PIVOTAL Pivotal Data is a specialist provider of Genesys PureConnect and PureCloud services and support. We address the full spectrum of client requirements through the enablement of advanced omni-channel customer experience capabilities. We’re the only provider to offer embedded voice authentication capabilities in the hosted contact centre environment to enhance security and reduce fraud. Pivotal Data’s National Operations Centre is a dynamic state-of-the-art monitoring facility that functions 24/7/365. Our technical skills and expertise is unrivalled in the market, with 22 qualified PureConnect and 8 PureCloud engineers.