The Shift from in Store to Online
Customer behaviour was already on a journey to a new digital future which has rapidly accelerated due to the impact of coronavirus. Consumers are gaining confidence and embracing digital channels for banking, services and shopping as opposed to in-store purchases. Coupled with contact centre staff quickly adapting to remote work, customer service has suddenly become a key differentiator and a top priority.
What’s BEC’s Take?
Today’s customer experience needs to be memorable to differentiate it from every other experience. Here at Behind Every Cloud, we believe the contact centre in the post-pandemic era must reimagine and reform customer services through digital excellence, safe and contactless engagement combined with exceptional voice services.