As businesses continue on their journey to become more customer-centric, many are also discovering the importance of customer identity as a way of differentiating their offering and creating a competitive advantage.
As expert solution providers, we are able to not only advise you on how to get the best out of your technology, but also to aid you with customising and managing your IT solutions. We are aware that a lot of work that has been put on hold during the pandemic, which now needs to be completed, may conflict with your duty of care to keep your staff COVID safe. Our video triage services can ensure that you minimise the number of call outs, and protect your staff as well as your customers.
We understand that after the difficult year we have all experienced, work that has been put on the back burner will need to be carried out. With workers still having to work fully or partly from home, we are aware that returning to normal protocols could mean an increase in workload, whilst staff are trying to keep up efficiency and standards.
Technology empowers us to be better informed but also makes us less patient and more demanding than ever before. If Amazon or Uber give me exceptional customer service, then that is what I expect from every company or brand I interact with, regardless of size or industry. That’s the expectation economy in action. According to Gladly’s 2018 Customer Service Expectations Survey, 92% of consumers said they would stop purchasing from a company after three or fewer poor customer service experiences.
As businesses move to adopt cloud platforms, the landscape of offerings becomes more complicated. I regularly write about these changes, and there’s a lot to keep track of. The root of all this is the SaaS model – Software as a Service – where applications are consumed and paid for on an on-demand basis. The business doesn’t own the platform, and IT can be very hands-off in managing things – both of which are attractive value drivers.
They don’t just talk the talk – they walk the walk.
81% of CIOs believe IT is entering a new era of customer-driven initiatives. Businesses are increasingly embracing cloud communications to craft better customer experiences. Some IT executives, failing to recognise the opportunities cloud solutions can bring to their businesses, are reluctant to adopt this new communications platform.
Sometimes, we need to destroy the status quo to create a new model of engagement. Sometimes, the market does that for us and that can be even scarier. Change is always scary and overwhelming, especially when it comes to technology. But it is inevitable.
The Single Justice Procedure was introduced in 2015 and allows defendants accused of non-imprisonable, victimless offences to be tried and sentenced on the papers by a single magistrate without a hearing. This 90% reduction in call waiting times follows the introduction of Court and Tribunals Service Centres, which bring trained expertise together under one roof and use technology to solve queries more quickly. Court staff on the ground, who would previously answer calls, now have more time to better support both the public and legal professionals during hearings.
CW Squared delivered the Contact Centre as a Service (CCaaS) capability which enabled the smooth transition to customer focused service centres which have now taken over 3 million calls. People with cases managed under the Single Justice Procedure could previously wait up to five minutes for the phone to be answered, but are now getting the right support faster, ensuring swifter and more efficient access to justice, whilst court staff have been freed up to help public and legal professionals. Contact us to discuss how you can benefit from a modern cloud-based contact centre whilst retaining your investment in your telephone system.