Digital Transformation


Digital transformation has changed the way businesses operate, how we work and the expectations of our customers. It demands that we focus our attention on delivering consistent experiences at every interaction across all channels in any network regardless of whether it is controlled by the organisation or not. Navigating this complex environment can be challenging and PC-1 have the skills to help you decide what digital customer management solutions are right for your business.

We have 4 areas of digital focus:

As part of the digital transformation methodology we assess the level of digital maturity and readiness within your organisation and your contact centre and recommend a solution specific to your needs based on the following categories:

Self Service: We help you to define a range of self service solutions across your multiple customer touch points to deliver an integrated digital solution

Multichannel Solutions: We will work with you to assess the right multi-channel experience for your customers focusing on all customer profiles

Internal Operations: We can support you with a range of effective digital tools from digital recruitment & training tools, quality and compliance management applications to enhanced reporting and dashboards to provide better visibility of performance at all levels.

Analytics: In 2013, 90% of the world’s data had been created in the past 2 years and 80% of that is unstructured. Businesses that learn how to analyse and derive business insight from this unstructured data will achieve significant competitive differentiation. We can advise on the right analytics tools depending on your business objectives.

Unilever

Working with Unilever we are defining the digital customer management strategy across the consumer engagement centre landscape globally. One of the core objectives for digital transformation is to offer brand authenticity and true transparency that is validated with every interaction with Unilever’s consumers. In addition to that we are targeted to define business processes that enable personalised journeys.

We have translated this into a number of practical programs:

 

blog posts

Gordon Rimmer

Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre […]

Gordon Rimmer

Tomorrows Contact Centre – Survey Results

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert […]

latest news

News Release: Technology on Tap for Northumbrian Water

Northumbrian Water – already one of Ofwat’s top three for customer satisfaction – plans to set the standard for service excellence in the UK water industry with ‘joined up’ services across voice, online and social channels. Excellence will be unlocked by a private cloud hosted multi-vendor technology solution from PC-1, which will integrate all of Northumbrian Water’s communications channels. Customers will be able to channel-hop at their convenience to get information that’s always consistent, accurate and absolutely up to date.

PC-1 Supports MOAT 50:50 Charity in the big freeze

PC-1 Sales Director, Jason Sparks spent a very cold night sleeping out in a cardboard box on the 20th January in support of MOATS charity fund raising for the homeless. Moat Housing Association has challenged itself to raise £50K in its 50 year of operation for the homeless and organised the sleepout to let people experience what it is like to sleep rough in teh cold and raise awareness. Jason has raised over £700 to date from PC-1.

Total Economic Impact Report

The Total Economic Impact of the Genesys Omnichannel Engagement Centre Solution. A Multi-Company Cost Savings and Business Value Analysis for Enterprises. Enterprise customers are driving 158% ROI with a 12.8 month payback. Get the Forrester Study and learn how to evaluate the financial impact of your omnichannel engagement center investment.

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