Transforming Customer Experience to Stay Relevant

Lessons from Asia Pacific Contact Centre Leaders

Due to the massive business disruptions and lingering day-to-day operational issues triggered by the global pandemic, many organisations are now rethinking their strategies to deliver best-in-class customer experiences (CX).

Contact centres in Asia Pacific were particularly impacted by global agent availability, resulting in a rise of domestic hiring.

Despite the challenges, contact centres in the region have shown a commitment to improvement by experimenting with new methods and technologies for customer engagement.

In this whitepaper, Ecosystm covers key trends impacting contact centres in Asia Pacific and implications for CX decision makers as they form their customer strategies for the rest of 2021 and beyond.