For so long contact centres have been seen as a cost centre, a group of people physically required to be in the same space in order to provide a service. And then along came the pandemic. Impacting working conditions, customer expectations and rapidly increased demand. The contact centre game changed and with it the whole customer service function. Through insights from our bi-annual global contact centre survey, we're constantly reimagining the mission of customer service and how it can enhance value for each individual customer as well as the business itself. We've identified five trends the customer service leaders are adopting post-pandemic to spark better operations, provide better customer experiences, and help drive growth.

In this conversation Deloitte Digital Australia's Digital Contact Centre Lead, Simon Stefanoff and Deloitte Global Contact Centre Leader, Timothy McDougal discuss how they’ve been seeing these trends play out in Australia and overseas, and the opportunities and challenges this has created in the contact centre that your organisation should be thinking about.

To access the full report referenced in the show head to Deloitte Digital's 2021 Global Contact Centre Survey.

If you're keen to chat about how you deliver assisted customer service, then please reach out to Simon or Tim.

Conversations with Digital

This episode is part of our Conversations with Digital series, a collection of virtual conversations dedicated to helping you embrace the new, using new ways of working, we leverage new solutions, new strategies, new partnerships, and new experiences to make sure you’re always ahead of what’s new. To tune in to some of our other episodes, click here.

Published 21 Sep 2021

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