Customer service

Delivering a superior experience to customers is a powerful differentiator. The key challenges that customer service leaders are facing in the coming months are the burgeoning use of social media, the increasing automation of customer service aspects, and the steady migration of the contact centre to an IP-based and virtualised environment where unified communications is increasingly utilised.

Forward thinking customer service leaders are tapping into social networks to improve customer service and engagement. Social network activity happens whether organisations manage it or not - so while control is not possible, it's still wise to embrace these new channels and utilise them as a customer service asset.

Self-service and automation is already empowering customers to do more for themselves. But while life is getting easier for customers, contact centre leaders are facing much more complicated back office challenges.

Deciding which customer engagement initiatives will deliver the best return for investment requires ongoing analysis of your customers and their interaction preferences. Proving ROI means measuring the consistency and effectiveness across all touchpoints against the objectives you set for them.

Contact centre technologies and applications can solve all these challenges, but it's a very full and complex marketplace. One of the best ways for leaders to decide which solutions will support their customer service strategies is to learn from each other's experiences.

• What is your social media customer engagement strategy?
• Are you facing increased call complexity as a result of self-service and automation?
• How are you utilising unified communications in your contact centre and back office?
• What is your social media customer engagement strategy?

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Read more about our integration, innovation, automation and virtualisation are high on the agenda for customer service and contact centre leaders.