Once upon a not-so-distant time, if customers had concerns about a product or service, they’d pick up the phone and call your company. Today, with so many options afforded to them by technology, they aren’t always content to wait on the line until somebody answers. Instead, they’re sending an email or text message, visiting your website to chat with an agent—even tweeting or posting a comment on Facebook. And, while you’re trying desperately to keep ahead of all this, they’re also connecting with communities of your customers online—taking you out of the conversation.
In this real-time, hyper-connected world, customers are more demanding. They expect great results, and they expect them yesterday. For this and so many other reasons, the traditional contact center has become a significantly more complex environment. Download this white paper to find out more.
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