La transformation numérique des centres de contact a été accélérée par les confinements ou les ordres de rester à la maison et a provoqué de rapides changements. Cette transformation a non seulement provoqué des modifications au sein des centres de contact, mais aussi au niveau des attentes des clients. Dans cet article, Eric Buhagiar, directeur général de la filiale française d’ASC, explique comment la transformation numérique a changé l'expérience client et ce que l'on peut attendre de l'avenir des centres de contact et du service clients.
The digital transformation of contact centers was sped up by lockdowns or stay at home orders and caused rapid changes. This transformation not only caused changes within the contact centers, but also with customer expectations. In the following, Eric Buhagiar, Managing Director at ASC, explains how the digital transformation changed the customer experience and what can be expected for the future of contact centers and customer services.
Being a jack of all trades is an outdated claim that does not work any more in modern economy. Today, companies rely on strategic partnerships to keep abreast of trends and to position themselves prominently in the market. Alexander Jung, Manager Sales Operations at ASC, and Patrick Salg, Vice President Strategic Alliances at ASC, explain why ASC banks on strategic alliances, what characterizes its global partner strategy and how cooperations are forged.
At present, a telephone is still the most important communication channel, especially regarding sensitive or urgent matters. But of course, the digital transformation does not stop at telephone customer support – so what changes are contact centers facing? In an interview with Jacob Nimocks, Director Solutions Consulting at ASC Americas, he discusses trends and challenges and shows the importance of communication recording and analysis for contact centers.
The demands of financial service providers in the security and availability of cloud services are incredibly high. But yet, moving IT services to the cloud promises financial service providers more efficiency, too. Consequently, it does not come as a surprise, that the financial industry is venturing out into the cloud as well following a trend that other sectors have already taken to the next level.
Trust is one of the most important criteria when it comes to selecting a cloud service provider. Consequently, customer and provider must jointly define organizational, operational, technical, and infrastructural measures which guarantee a maximum of trust and security in cloud usage. In this article, we have compiled a list of the key factors to consider when selecting a cloud service provider.