NEW YORK, June 30, 2021—Deloitte Digital today announced its "2021 Global Contact Centre Survey," revealing the ways in which contact centres evolved over the last year and how they can become revenue generators and experience hubs. According to the survey, companies leading in customer service coming out of the pandemic are accelerating digital transformation, adopting new models for work and the workplace and reimagining their mix of service channels. Additionally, the survey found that customer experience remains the most important strategic focus for service leaders, a focus that is only expected to increase over the next two years.
The biennial survey was conducted from November 2020 to February 2021, gaining insights from global call centre executives across a variety of industries and sectors. In Deloitte Digital’s new report, “From cost centre to experience hub: Tapping the potential of customer service to help drive business growth,” key survey findings are shared along with five aligning trends:
Businesses understand the importance of customer experience to build trust and loyalty, but those that want to be leaders need to take the lessons learned during 2020 and invest in solutions for changing consumer needs. This starts with looking at your customer service capabilities and doubling down on digital transformation, new technologies and reimagined workplaces,
said Andy Haas, managing director, Deloitte Consulting LLP, and Service Transformation leader at Deloitte Digital.
“Importantly, we’ve learned that contact centres have become vital to customer experience in ways that we hadn’t seen before and will play a critical role in a strong service strategy."
Contact centres that are focussed on elevating customer experiences need the adaptability new technologies, like cloud and AI, provide in order to meet the shifting expectations of customers and to respond to changes in the competitive, regulatory and cultural environments,
said Tim McDougal, managing director, Deloitte Consulting LLP and Contact Center offering leader at Deloitte Digital.
“Our research found that those leading in the industry are already on this path and that others need to ensure they’re doing the same, or risk losing customers."
This is the fifth publication of Deloitte’s "Global Contact Centre Survey," which has been published biennially since 2013. Deloitte surveyed global customer contact centre executives between November 2020 and February 2021 regarding the current state of their businesses and what they perceive their business will be doing in the next two years. Respondents represent industries including consumer and industrial products; energy and resources; federal and public sector; financial services; life sciences and health care; services; travel and hospitality; and technology, media and telecommunications. Their contact centres serve varying customer bases touching both B2C and B2B as well as internal customers such as IT or HR help desks.
For more details on the future of contact centres and customer experience in 2021 and beyond, access the full report here.
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