Uncertainty defined 2020! While most of us look forward to a fresh start in 2021, there is still much to celebrate, reflect on and learn from 2020.
Not only did 2020 turn our personal lives upside down, but the workforce as we knew it was placed under intense pressure to evolve. The disruption of the COVID-19 pandemic forced many organisations to reset their strategies and investments in technology. Many companies needed to take alternative approaches to traditional communications, in some cases revealing gaps in infrastructure and digital capabilities. Investments that may otherwise not have been brought forward.
GSN are thankful for the opportunities that came our way in the midst of the chaos, being able to assist many new clients and for the ongoing support of our current clients. Let’s take a look back at some of the highlights in a truly memorable year…
Richard Fink was appointed as GSN CEO.
Way back in January, GSN appointed new CEO, Richard Fink to kick-start a new chapter of organisational growth. His mandate was to build on the strong reputation GSN held as a leader in cloud contact centre solutions, with a broader market offering of new customer engagement solutions. Soon after his appointment, Richard faced the added challenge of setting and leading the delivery of GSN’s new strategic agenda within the COVID-19 work-from-home restrictions. Read more about Richard’s first six months at GSN.
McMillan Shakespeare partnered with GSN.
When COVID-19 suddenly struck, McMillan Shakespeare Group (MMSG) found themselves limited with an on-premise contact centre and little capability to have agents work from home. MMSG is a top 200 ASX-listed company, with 21 brands across a variety of industries, and more than 1200 staff across Australia, New Zealand and the United Kingdom. We were delighted to help them get their contact centre mobilised. In a true partnership, our teams worked tirelessly to deliver the operational capability for many MMSG agents to be able to work-from-home and take customer calls within 2-weeks. Read more about our solution for MMSG.
Our partnership with Daisee began.
We were delighted to announce the direct partnership between our leading cloud contact centre solution and Daisee’s AI-powered speech and sentiment Analytics. This partnership brought together our contact centre expertise with the advanced AI-powered customer interaction quality management capabilities of Daisee. Together, we are enabling companies to quickly understand the quality of every customer interaction across three core pillars – communication, conduct and compliance. Read more about the Daisee and GSN partnership.
The contact centre evolved.
On the face of it, perhaps the biggest win for us all this year is that we made it to the end. But if you look a little deeper, you’ll see we did much more than survive. Varying levels of evolution took place, not least in the contact centre world. Though 71% of contact centres said they weren’t prepared for remote working when the pandemic hit, 62% found that cloud solutions were equal to or better than their on-premise equivalents with customer contact challenges. Your customers want you to invest in the latest customer experience technology. According to Salesforce, 57% of customers say that change is crucial. Even if organisations didn’t feel ready to evolve their processes and delivery systems in 2020, the decision was often made for them. And it worked out for the best. Read more about making the move to the cloud if you’re planning this in 2021.
GSN was nationally recognised.
We proudly announced our selection to the Australian Government’s new Digital Transformation Agency (DTA) Telecommunications Marketplace. This new supplier panel replaces the Government’s previous telecommunications services, mobile, and telecommunication management panels. The direct supplier relationship between GSN and the Australian Government allows improved access for more Australian organisations to GSN’s leading contact centre, unified communications, and telecommunications solutions. Read more about what this means for government agencies.
AFR discussed CX with Richard Fink.
GSN and CEO, Richard FInk featured in the Australian Financial Review in November, in an article discussing the power of digital enablement to deliver personalisation at scale. In the wake of COVID-19, organisations have been forced to accelerate this investment and invent ways to serve customers digitally in an environment where traditional methods are no longer an option. Richard commented on organisations losing valuable customer leads and interactions because customers cannot get the answers they need when they need them. Read the article.
With Victoria officially COVID-free, borders around Australia reopening for the Christmas holiday period, travel bubbles being finalised with New Zealand, and a vaccine rollout on the horizon, we’re optimistic about the year ahead and how the contact centre space may look in 2021. Driven by the rise of new cloud-based tools, artificial intelligence, and programmable CX solutions, the contact centre is bigger and better than ever.
In order to thrive in the new normal, contact centres will likely need to embrace an adaptable approach, including enabling agents to work from wherever makes sense; flexible organisations, facilities, and roles; and a next-generation cloud-based and data-driven technology platform. We’re anticipating that a key trend for 2021 will be the move towards even richer analytics and the more effective business use of insights.
But if 2020 has taught us anything, it’s that people need clear communication and human connection. That’s why here at GSN, 2021 will see us continue to find new ways to help you make every connection count.
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