Our service solutions help our clients to keep customers satisfied on a long term basis by providing the best possible service. Our Contact Centre and Field Service solutions improve efficiency and effectiveness, customer loyalty and revenue potential.
We can help you provide customers with the best possible service to maintain long-term relationships - this is achieved through optimising the way that services are provided and contact centres are managed.
Thought Leadership
The Contact Centre of the Future: Planning the Transition
It is time for the Contact Centre to evolve into the Customer Experience Centre.
Read moreContact Centre
Capgemini’s MSST team have spent the past year developing some challenging thought leadership entitled “The Contact Centre of the Future: Planning the Transition”. This thought leadership resulted in the attached white paper.
Our thought leadership supports the notion that the Customer Experience must not be left to chance and that every transaction across every channel should be a managed, not random, experience. This requires an organisation to consider its whole approach, including:
- customers should not be serviced as the traditional ‘Gold, Silver, Bronze’ type customers which has been developed over the last ten years. The segmentation at an operational level should rather be done on a transaction basis and therefore customers should be managed equally at an operational level
- the technology used to serve this type of segmentation is far more sophisticated and affordable than the traditional CRM approach, which has not worked. There are lots of lessons to be learnt, but the functionality is here, right now, and being used in anger, correctly, by the more enlightened organisations
- making sure that you consider all of the available sourcing options, ensuring you match fulfilling the customer experience balanced with an effective cost-to-serve- the size and make up of you customer service organisation
- the contact centre ‘shed’ we were once so proud to build is no longer appropriate and the future is a wider enterprise utilising the inherent knowledge of the organisation
- there is not much time to get this right with the ever-rising power of the consumer through Web 2.0; contact centres need to begin the holistic planning and execution now if they are to survive and prosper in this new customer experience environment
- transitioning from call centre to contact centre was the mantra of the nineties – today it’s how you move from contact centre to what we have termed as the customer experience centre
Field Service
Capgemini has developed a comprehensive mobile framework which covers the entire value-chain associated with mobility – from Strategy to Implementation and Deployment. Our proven methodologies and frameworks help accelerate the deployment of Field Service solutions and the realisation of the associated business benefits within your organisation.
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