Protect Your Vulnerable Customers
Covid-19 has had a resounding impact on businesses. Regardless of industry, business plans have had to be rewritten and many organisations have had to make short-term tech investments to continue operations.
However, as the dust is settling around a new ‘business as usual’, it is time to take stock of existing operations and make sure that the needs of your agents – however dispersed they might be – and that of your customer base are being met. Indeed, the fear is that the voice of your customers, notably the most vulnerable ones who need your help, is being lost in the noise of everything else. In a business climate such as today’s, organisations need to make sure that they are ‘switched on’ to the signals – even the subtlest ones – from its customer base.
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Read the full article in Contact Centres.
Stephen is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over 20 years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.
