From Service to Relationship Center

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From Service to Relationship Center

How contemporary demands shape the Contact Center of the Future

80% of customers say the experience of a brand is just as important as the product—so what does it look like to keep up with their rising expectations? This paper leverages industry insights to outline reliable paths to future-proof service operations in three simple steps.

From Service to Relationship Center

It’s no small challenge to answer customer questions promptly on the channel they prefer. The problem is that today, customers expect a lot more than that. Learn what it looks like to exceed their expectations with experience-based service

What’s the difference between a good customer service operation, and a great one? 80% of customers say the experience of a brand is just as important as the product—so what does it look like to keep up with their rising expectations? This paper leverages industry insights to outline reliable paths to future-proof service operations in three simple steps. The gap between a call center and a profit center is smaller than you think. Dive in to learn how to close it, and how Deloitte can help.

From Service to Relationship Center

Delve into the future of Contact Centers

The future of customer service is based on connection, empathy, and personalization. And what’s best for your customers is best for your business. Traditional contact centers are no longer meeting modern customer expectations. Instead, future-proof contact centers need to become hubs housing the customer relationship and transition into experience centers with connected platforms. This will result in improving your customer lifetime value and your company’s profitability, while growing life-long customer relationships. Just as well, because the role of the agent has seen a significant shift from someone who closes tickets to the face and voice of your brand. With the speed of digitalization accelerating at a rapid pace, business leaders need to ensure their strategic priorities take into account the changing needs of staff and customers to transform the contact center into an experience hub.

Reinventing the Service Experience

Deloitte Digital in partnership with Salesforce is helping organizations to reinvent the service experience to deliver high quality, meaningful interactions across the whole value chain in line with their strategic priorities. The goal of this paper is to leverage industry insights to outline reliable paths to future-proof service operations. We’ll start by exploring the key trends impacting customer service. Then, we’ll guide you through how to transform service delivery in three easy steps:

  1. Define your operating model
  2. Learn our best practice approach to streamline your transformation]
  3. Find the right technology

Service transformation encompasses all the customer touchpoints during and after a sale. After all, a sale is just the beginning of a relationship elevating the customer experience.

Transform your Contact Center

This Point of View Article about the state-of-the-art Contact Centers explores the themes and qualities associated with the Contact Center of the future. Are you ready to take your business into the future? Contact us and find out what steps can be taken to elevate your Contact Center to the next level.

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