It’s a challenging time for our industry, even without trying to work out how we manage our businesses in the midst of the Brexit debacle\u00a0in the UK.\u00a0 The pressure on companies to compete in a world where customer preferences, workforce demands and technology is shaking up all the factors on which we have historically based business management: shareholder returns, profitability, cost management, customer service, managing the workforce.\u00a0\u00a0Research\u00a0has shown one of the biggest concerns of CEOs is now CX (customer experience), 81% of companies recognise CX as a competitive differentiator and the No. 1 most important strategic performance measure.<\/p>\n
Rob Allman from Dimension Data recently suggested at the recent\u00a0CXoutsourcers conference\u00a0in Windsor a list of crucial things that the BPO industry needs to do to prepare for the changes in CX over the next 5 years:<\/p>\n
We heartily agree with Rob.<\/p>\n
Automation transformation<\/strong>\u00a0–\u00a0Our customers have discovered automating their real-time manual processes has freed up huge amounts of time for their teams to be able to focus on the more important aspects of their jobs:<\/p>\n Highly recommend using for managing a high volume of holiday requests.\u00a0We have saved countless hours\u00a0<\/em><\/p>\n Global Capacity Manager, BPO 1<\/p>\n I used to spend my day making approximately 100-150 adherence calls per day. [Now] I only make about 5. This has left me free to concentrate on more important aspects of my job.\u00a0<\/em><\/p>\n Real-Time Analyst, Insurance company 1<\/p>\n The Real-Time Adherence tool is a life saver. What did we ever do before this?<\/em><\/p>\n Real-Time Analyst, BPO 2<\/p>\n Prioritise quality over quantity<\/strong>\u00a0– Our software makes scheduling agents easy to ensure they are fully trained on all aspects of their job<\/p>\n