Customer management today is riddled with complexity. On one hand changing customer behaviours are placing demands on organisations to deliver 24/7 service, channel choice, autonomy & consistency of service. They are also putting organisations in danger of becoming distanced from customers as customers increasingly choose to take control of their relationships demanding communication on their terms. On the other, a competitive market place means organisations face the on-going battle to balance increasing demands with the need for efficiency & cost control – by no means an easy challenge.
It’s time for Bigger Thinking on Customer Management. We need to think differently about the way we manage our customers to deliver the service they want at the cost and efficiency levels we need. During this session we’ll take a close look at the changing customer behaviours driving complexity. Crucially we’ll examine the impact of these changes on the organisation. We’ll look at strategies for positive future change, setting out our vision for the future of customer management, and provide real life examples of how other organisations are starting to address the problem.
9.30 am
Delivering ‘The’ Customer Experience through Managed & Hosted Contact Centres
Senior Program Manager, Asia/Pacific Emerging Technologies Research , IDC Asia/Pacific
As we’ll establish, managing spiralling customer demands while enhancing competitiveness and controlling costs is at the crux of the current contact centre conundrum. The emergence of the hosted contact centre is an interesting proposition and a potential answer to this dilemma. During this presentation we’ll take a close look at the hosted contact centre, examining how it can help optimise your business and how you can tailor them to your strategy.
Regional Director,Service provider Sales Alliances, Avaya Asia Pacific
BT & Avaya have been partners for the last decade. We understand that the right technology implemented in the right way can go a long way towards addressing the complexity we see in today’s customer management environment. That’s why we’ve been working to develop a new solution that pulls on both of our strengths and which moves organisations towards a new age of customer management. In this session you’ll learn about this new capability and what it could potentially do for your organisation.
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