Looking back three or four years, few would have been able to predict the lucrative new opportunities which have recently emerged for business process outsourcers (BPOs).
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Transforming customer experiences
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Whilst many of us remember the well-known story of Maria and the Von Trapp family in “The Sound of Music,” I suspect that many more will be able to recount, much less fondly, a “horror story” regarding their utility supplier.
Today’s customers are extremely informed and savvy because they are constantly self-educating through online content. They expect all necessary information to be readily accessible and easy to find.
The DMV customer experience is a trope that’s been parodied in movies and TV shows, such as “The Simpsons.”
Perhaps, it all started in 1822 in London with the first vending machine, a coin-operated dispenser of envelopes, postcards, and notepaper. Since then, vending machines have evolved—self-service gas pumps in the sixties, supermarket self-checkout in the nineties, and airport check-in kiosks in the aughts.
Today’s modern world revolves around data. Data is created and collected everywhere, about everything, and is used by just about every business imaginable.
As consumers, we expect First Contact Resolution (FCR) no matter how complex our issue may be, which channel we use, or which agent we speak with.