As support teams look to 2021, there’s no shortage of urgencies to juggle – from team efficiency, to customer experience, to business impact.
Let’s deal with it, the number of items on the plate continues to increase. Customer expectations continue to rise, while at the same time, all parts of the business are dealing with increased pressure to operate with greater efficiently and at lower cost. 2020’s COVID issues have only upped the stakes! It’s never been more important for teams to demonstrate just how much of a value driver they are.
To discover more about how current care leaders are navigating the current landscape, here’s a blog repost, of which they have done a survey done by from a number of support managers across both B2B and B2C and industries like finance, retail, healthcare, and tech. It looked to discover their top challenges, their key initiatives, and the opportunities they see to deliver even greater value to their customers and the business in 2021.
What emerged is a wealth of information that we feel like is the beginnings of a playbook for care support. In 2021, 56% of care support leaders are increasing their overall spend on technology to help scale their efforts. The majority wants to move to a proactive approach, and 50% are increasing their investment in automation. There’s even a grander focus on ROI, and nearly everyone is planning to measure their team’s impact on customer retention.
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