The Contact Center of the Future: Seven Tips for Success

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Understand the contact center's role in the multi-channel world.

Customer service leaders need to understand how customers are actually using each channel in order to guide investment decisions that will have the greatest impact. Today's customers tend to go to a company's website first when looking for answers to questions. Live support channels come next. When customers call a contact center, it's likely they have a complex question that couldn't be answered online. For customer service representatives, this makes providing personalized, focused service more critical than ever. Smart customer service leaders will make sure their representatives are equipped to deliver high-value service and resolve complex queries quickly.

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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