The Contact Center of the Future: Seven Tips for Success

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Make the customer experience priority number one.

Contact center leaders must look for ways to achieve performance metrics and cost reduction without sacrificing the customer experience. Many have paid lip service to this noble pursuit, while secretly believing that the two outcomes were mutually exclusive. Enabling technologies, such as virtual agents and customer analytics, are turning the past on its head and proving that the customer experience, efficiency metrics and cost reduction can all be optimized.

Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.

Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.


Related Topics : Business Structure, CRM Solutions, Enterprise Software, ROI, SugarCRM

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