Contact centre- Tactical necessity or strategic advantage? - ERP Spain.com - España y América Latina

Historically, contact centres have been seen as a necessary function to handle customers’ queries and complaints. Increasingly, brands recognise that incorporating these centres into the overall business strategy is a key enabler to deliver outstanding customer experiences. This can be an advantage over competitors, who still hold a transactional viewpoint. In order to turn your contact centre into a strategic advantage, a deliberate and proactive approach is required to “give” this function a proper role in driving the end-to-end, omni-channel customer experience. This includes setting it up with the right technology and functional capabilities to perform this important role. In this session, we will explore: - Why the contact centre needs to have a central role in the business strategy. - The benefits of close alignment with the Sales and Marketing roadmaps. - How fast-paced cloud technology deployments can pose a risk to a centre’s success. - The operational impacts to consider as the centre evolves from transactional to strategic.