There's no doubt that the current economic environment has led to feelings of instability, in both our personal and professional lives. Consumers are feeling the pinch, and with rising inflation and interest rates, they will have no choice but to curtail their spending. The impact on business is similarly far-reaching. Aside from the economic impact of the reduction in spending, there is the very real situation that both employees and customers will be experiencing stress in their personal lives. As a result, many organisations across the public and private sectors are evaluating how to best maintain their service quality under these difficult circumstances. 

How Actionable Data Drives Sales, Improves Employee Satisfaction, and Enhances the Customer Experience

One of the key components we discuss with organisations when defining their contact centre needs is their data: the data the organisation requires, the data the solution can report on, and the tools available to interpret this data.

Like many organisations throughout 2020, professional associations have been forced to dramatically reconsider how they interact with both current and potential members, in light of social distancing requirements and the move towards a distributed workforce.