Figure 1: Evolving interconnected business ecosystem
Employee churn coupled with a steep learning curve (domain & tech) of the new workforce has been an age-old challenge. However, today, the focus has shifted to provisioning remote and connected ways of working while managing risk.
Rate of emergence of new technology, skill availability, commercial viability, models of usage, tech choices to bet on, and cost of ownership are keeping enterprises on their toes. Whether and for what to take an enterprise view or department view has been a challenge. This situation has grown today, where running operations in this new normal has become imperative.
The face of risk has changed. The current pandemic and recent epidemics have opened up a new debate; one that challenges the erstwhile setup of contact centers. The risk today has to be categorized into two separate buckets: the known risks, and the other unforeseen threats, where the impact has to be evaluated in a quicker and sharper manner.
Customers, too, are impacted by this changing environment. Now more than ever, they are looking at enterprise to deliver value-led, personalized, contextual, and empathetic experiences through channels of their choice, where transparency and trust are sacrosanct along with service agility and completeness.
Contact center operations are falling short of delivering the right experience
Enterprises are moving to a business model where their products and services are being assessed and / or bought through partner stores and platforms. This has led to the second moment of truth (customer servicing) in customer journey becoming the first touch point with enterprises. The engagement experience at this stage will be a key enabler for future brand association and hence enterprises should work on getting it right the first time. However, multiple studies highlight gaps between customer expectations and service delivered. A few key ones are highlighted below.