Top tips for both enterprises and service providers
Top tips for both enterprises and service providers
Service Delivery Automation (SDA) adoption can see positive results as quickly as 9-15 months for RDA and RPA and 18-24 months for chatbots
Everest Group is the featured Knowledge Partner of the 2017 Contact Islands conference, “The Future of Customer Experience,” presented by the Contact Center Association of the Philippines (CCAP).
Research VP Katrina Menzigian and Research Partner H. Karthik will be key speakers during the event.
Karthik will lead a session titled, “The Role of the Philippines in Shaping Customer Relations”
Session summary: Philippines is the leader for contact center services delivery but will it match the pace of the global industry-wide disruption? This session delves deeper into emerging contact center trends in the Philippines, and how it re-shapes the overall value proposition for the Philippines. Hear round-the-table views from leading enterprises, service providers, and in-house centers on their experience of service delivery from the Philippines, expectations for the future, challenges faced, and successful mitigation strategies.
Katrina will lead a session titled, “Redefining the Overall Customer Experience Strategy”
Session summary: The impact of customer experience on overall business has grown exponentially as organizations look to deliver best-in-class customer experience. It is important to understand potential pitfalls in the journey. This session brings together the enterprise strategists and service provider implementers to focus on three key aspects of the customer experience strategy:
October 11-12, 2017
Shangri-La’s Boracay Resort and Spa
Boracay Island, Philippines
Katrina Menzigian, Research Vice President, Everest Group
H. Karthik, Partner, Research, Everest Group
For the last several years, the Philippines’ value proposition as the leading contact center delivery location has been availability of a large workforce with good language skills and high empathy, at very competitive costs. But to remain the top contact center destination, it will need to evolve its value proposition from customer service delivery to CX delivery.
This is because CX has emerged as a top priority for firms to build a loyal customer base in today’s digital age in which end-consumers are seeking a seamless, quality, personalized experience across channels. To support clients in this quest to deliver a superior customer experience, the contact center industry is transforming from an arbitrage-first to experience-first model. Everest Group research shows that the key to delivering the CX of the future is optimizing a blend of talent and technology.
While technology advancement will help prepare the groundwork for CX delivery, talent enablers are equally important to ensure a smooth transition:
If you’re currently associated with a contact center in the Philippines, or are considering outsourcing contact center operations to the Philippines, we invite you to join us at the Contact Center Association of the Philippines’ annual conference at Shangri-la’s Boracay Resort & Spa, Boracay Island, Philippines on October 11 and 12. The Contact Islands conference, at which my colleagues Karthik H and Katrina Menzigian will be featured speakers, will focus on the evolving nature of CX, and how the Philippines is matching the pace of the global industry-wide disruption.
As the customer experience (CX) is becoming increasingly critical in the contact center space, buyers and service providers must take a significant relook at their engagement model.
Indeed, changing market realities are calling out for greater:
Over the past 12 months, Everest Group has had multiple conversations with contact center outsourcing (CCO) buyers and providers about what a more consultative, customer experience-oriented CCO engagement model might look like. Here’s our view:
What are some of the specific differences between the current and the envisioned engagement model? Let’s take a look.
Traditional model –Service providers have limited involvement in scoping requirements and shaping the desired outcomes. Thus, they are typically restricted in their RFP responses to mainly familiar core operational requirements and cost management issues.
New model – The new sales process aims to involve service providers earlier in the cycle through a collaborative solutioning phase, which can then shape an RFP that targets both operational gains and business objectives. This approach can lead to more targeted and impactful proposals that drive more value for the client beyond cost savings and core service level agreements (SLAs).
Traditional model – Delivering a seamless customer experience across multiple channels requires co-innovation between buyers and service providers. The present engagement model falls short of delivering this, as innovation conversations are limited to defined checkpoints rather than happening throughout the process.
New model – The new model will involve a formal innovation cycle that enables buyers to make forward-looking investments, and helps leverage the collective expertise of both parties for continuous innovation. This is an iterative operational process loop that takes into consideration current operations, development of various customer journey maps, identification of process gaps, and implementation of needed changes across people, process, and technology.
Traditional model – Although an increasing number of buyers expect their providers to proactively suggest out-of-the-box solutions that can directly impact their business, providers are often neither given the opportunity to, nor incentivized to, prescribe innovative solutions, due to the existing guideline-based RFP process.
New Model – The new model positions providers to develop a more holistic understanding of buyers’ overall CX challenges and opportunities, enabling them to better identify improvement opportunities. This, in turn, can lead to improved relationships and a rise in mutual trust, which ultimately leads to more productive, stable, and long-term partnerships.
Of course, the service providers with in-house consulting practices are better positioned than others to weather the disruption in the CCO industry. For example, Sutherland, Teleperformance, and Teletech have already displayed their intent to focus more on CX and move towards a more collaborative engagement with enterprise buyers.
To learn more about the evolving engagement model in the CCO industry, please read our recently released CCO Annual Report 2017: “Disruption is Here: The End of Contact Centers as We Know Them.” And, if you’ve initiated this journey towards the new engagement, or feel we are missing an important element in our view of this model, please email us directly at [email protected] and/or [email protected]