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DX IN ACTION O U R B U I W E AN END TO END INTEGRATED SOLUTION - - PowerPoint PPT Presentation
DX IN ACTION O U R B U I W E AN END TO END INTEGRATED SOLUTION - - PowerPoint PPT Presentation
EVOLUTION SHIFTING TO DIGITAL CHANNELS 81 % expect web chat use to increase How do you think inbound channels will change in the next 12 months? Decrease No change Increase over the next 12 months. 2 3 % 4 1 % 4 5 % 5 6 % How do you
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- How do you support digital transformation?
- How do you offer or support the channel shift?
- Can this be achieved through a single contact
centre platform?
81%
expect web chat use to increase
- ver the next 12 months.
Web chat Social Media Telephone (self-serve) SMS Email Telephone (agent) 8 % 2 2 % 4 7 % 1 8 % 2 3 % 3 6 % 5 8 % 3 3 % 3 0 % 8 0 % 7 6 % 5 6 % 4 1 % 4 5 % 2 3 %
Decrease No change Increase
CONTACT BABEL DECISION MAKERS GUIDE, 2017/18“How do you think inbound channels will change in the next 12 months?”
EVOLUTION SHIFTING TO DIGITAL CHANNELS
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DX IN ACTION
O U R
W E B U I
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AN END TO END INTEGRATED SOLUTION
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KEY THINGS TO TAKE AWAY
Get started and keep going. Think and plan big, but don’t too start big. Encourage an innovation culture and champion change. Focus on solving problems and enabling growth. Involve customers and staff early in the process. Adopt a process of continuous innovation and improvement if you want to win in this fast changing world. Don’t waste time building things that are not needed and be prepared to throw things away.
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