Characteristics of Good Customer Service in 2021
Craig Farley, Head of Consulting at IPI, shares his thoughts:
The last year can, at best, be described as tumultuous, with many organisations disrupted by the mass move to remote working. For contact centres in particular, it has been quite the upheaval, as many have had to rapidly adopt a multitude of different customer service avenues – primarily on a cloud basis – enabling customers to contact them, for queries and complaints, on the channel of their choice.
Craig expands on the following areas: proactive communication, more intelligent call flows, personalisation and an improved customer journey.
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This article originally appeared on MyCustomer where you can read more about good customer service in 2021.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.