Digital Island launches Customer Experience Accelerator Lab to help businesses optimise contact centre operations
Amidst low business confidence and ongoing operational challenges, Digital Island, a Contact Centre expert within Spark Business Group, is encouraging organisations to evaluate their Contact Centres to optimise customer satisfaction, retention, and new customer acquisition.
The business aims to help companies focus on bolstering customer and employee experience, to ultimately grow business revenue. Digital Island CEO Leon Sheehan says its new Customer Experience Accelerator workshops will result in a CX blueprint that helps businesses identify how best to improve service delivery to their customers through optimised operations and technology based on best practice and emerging trends.
Sheehan says the average savings for businesses that use a Contact Centre as a Service (CCaaS) approach is up to 45%, and the efficiency of businesses who use CCaaS is 67% more than those who don’t, according to global research[1].
“We’re introducing these one-day intensive CX workshops to help businesses understand the true potential of their contact centres and how they align to their organisational strategies and goals,” says Sheehan.
“Businesses are experiencing challenges in the face of economic uncertainty and constantly shifting customer demands, and it’s not always easy to assess how Customer Experience objectives are aligned to business goals.
“With almost 90% of customers identifying that the experience they receive is as important as the product or service that they’re purchasing – we’re seeing Customer Experience as the new battleground for New Zealand businesses. Those that fail to invest in this space risk getting left behind.”
The facilitated workshops will see Digital Island specialists offer a candid and in-depth focus on:
- Customer Experience (CX) and Employee Experience (EX) strategy aligned to overarching business strategies;
- Workload management and driving labour or resourcing efficiencies;
- Ensuring KPI’s, Data and Dashboards are driving the right behaviours;
- Identifying the right self-service tools and offers that drive customers to self-resolve.
The Accelerator Labs are designed to allow for minimal preparation from participants, with Digital Island providing a full diagnostic of the health of a contact centre.
“We understand that finding the time to assess and review a business’s operations can often be challenging, therefore the Customer Experience Accelerator workshops are designed to deliver a rapid high value diagnostic review of a contact centre. The review only takes one day allowing for businesses to be informed about the next steps to improve their CX goals.
“By stepping back and taking a holistic view of a Contact Centre, our Digital Island specialists will develop a blueprint that identifies the key issues, opportunities, priorities and importantly, the right next steps as a roadmap for transforming a Contact Centre’s operations.”
Sheehan says that following Digital Island’s execution of a discovery workshop and deploying Amazon Connect, its customer Farmlands has experienced a significant uplift in customer resolution, with an 81% First Contact Resolution rate that signals the large majority of customers now reach the right person first time.
Farmlands, one of New Zealand’s largest cooperatives and a Digital Island customer, found empowering their contact centre advisors and customers through a seamless omnichannel platform provided powerful insights that can be converted into customer satisfaction and helped rapidly identify where to focus efforts to improve customer experience.
For example, in October 2022 there was only 40 seconds with an unprecedented abandonment rate of 9%. The benefits for Farmlands clients were improved agent satisfaction and an enhanced customer experience for their clients.
Digital Island is encouraging expressions of interest from businesses to attend the workshop and will also select one business to attend a free workshop. The output of the workshop will be:
- A report that details the workshop findings;
- A scorecard for their Contact Centre and CX maturity rated against industry best practice;
- A defined list of priorities and next steps for ongoing CX transformation; and
- Guidance and recommendations from our consultants to support the CX blueprint.
Contact Digital Island on 0800 999 010 or visit https://info.digitalisland.co.nz/contact_centre_workshop to learn more.
[1] https://www.cio.com/article/456075/2023-ccaas-trends-insights-and-statistics-to-know.html