Customer demands are driving change in business
We're in an era of unparalleled choice and competition. Good customer service means survival; innovation means competitive advantage.
Customers are constantly placing new demands, with changing preferences for shopping, paying, communicating and receiving service and support. Today they want to do these things using new media, from anywhere, at any time of day, and it's no surprise that they still don't want to wait.
Automation is enabling customers to help themselves for a wide range of tasks, and the result of good automation is that when customers do get in touch for support, their enquiries are more complex and require a human with specialist skills and knowledge to resolve them. Innovations with workforce management and back-office integration are more important than ever.
Generation Y customers are driving innovation. Azzurri completed the UK's first ever Facebook integration into a contact centre to cater for social media customer engagement.
Azzurri unified our entire contact centre operation and integrated network infrastructure services. This has allowed us to concentrate on what we do best.