A staggering 85 per cent of Australian Contact Centres will be working on their omnichannel strategy in 2021
In a period of rapid change, customers are demanding digital services like never before with 26 per cent relying on virtual assistants and chatbots
Australian businesses collectively changed their modes of operation in 2020, reaching for the remote control & adopting cloud computing
Moving to the cloud is a significant undertaking for any business – planning and implementing; adopting change across people, process and technology
Almost 50% of Australian Contact Centres looking to deploy workforce optimisation solutions in the next 12 months to leverage AI and automation
At the time of its conception in 2006, ‘the cloud’ challenged people with its abstract tangibility. Who would have predicted that fifteen years later almost all new technologies implemented into organisations would have cloud as their pillar?
In 2021 this model will remain a reality for agents with contact centres by leveraging technology to boost employee productivity and engagement.
So how do you as a financial services organisation leverage the power of technology in order to stay ahead of the curve, while also conforming to increasingly restrictive compliance and regulatory requirements?
