Gartner’s recent paper, “Predicts 2016: Business Transformation and Process Management Bridge the Strategy-to-Execution-Gap”, makes for fascinating reading. Whilst the paper is primarily targeted at CIOs and their team, if companies adopt its strategies, the implications will be far reaching for all areas of the business, including the contact centre.
A strategic planning assumption in this paper states “by 2018, 30% of large organisations will improve customer experience by integrating customer journey maps with business process models”.
This bodes well for customers. Organisations will begin to bring together their customers’ journey to manage the four aspects of customer interactions: product and service quality, customer satisfaction, loyalty and advocacy. But realistically it will take time for organisations to get their arms around such a massive project. But meantime, it’s still critical for contact centres to improve their customers’ experiences.
Just last year Gartner reported from their CEO and Senior Executive Survey that the “CEO’s No 1 technical investment in the next five years will be customer experience management”. CEOs know that positive customer experience is critical to the success of their business, so finding a quicker win than a customer journey analytic programme could be the difference between a good year and an outstanding year for your company.
Research done by Aberdeen Research has shown that companies who deploy automated intraday management had a 37% year-on-year improved customer satisfaction rate compared to those who did not have this technology. Automating your intraday management process can be a quick win for everyone: the business, the CEO, your Real-Time team and your customers.
Find out how easy and cost effective it is to implement QStory’s automated intraday software, Arti, in your contact centre. Give us a call on +44 1483 685360 or visit our website qstory.co.uk.