Social media has altered the rules of customer engagement. Facebook, Twitter, Pinterest, YouTube: from anywhere, at any time, instantly, customers can access these sites, other tools, and innumerable blogs and wikis to scan their peers’ opinions of your business and products. When they do contact you directly, whether they have a billing issue, a query about product features, or a need for technical support, they expect that same kind of instant gratification.
As the face of your business—the primary way in which customers communicate with you—it falls to the contact center to meet and continually exceed these customer service goals. The most successful companies will develop new ways to leverage their contact center as a true competitive advantage. They will understand that optimization is not a one-time project or an application, it’s a behavior. They will be open to new tools and new ways of thinking.
“Innovation” will become their watchword. Download this white paper now to learn more.
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