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The Contact Center of the Future: Seven Tips for Success

  • The Contact Center of the Future: Seven Tips for Success-

    Ensure consistency of service by matching agent technology with self-service technology.

    The level of sophistication available in digital self-service tools today is light years ahead of what it once was. As the caliber of digital self-service experiences continues to rise, contact centers will need to keep pace by equipping agent desktops with the very same tools and features that are being used by customers online. When agents are using the same tools to retrieve approved answers to questions, customers receive a consistent experience across all channels.

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The Contact Center of the Future: Seven Tips for Success

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  • The Contact Center of the Future: Seven Tips for Success-7

    Ensure consistency of service by matching agent technology with self-service technology.

    The level of sophistication available in digital self-service tools today is light years ahead of what it once was. As the caliber of digital self-service experiences continues to rise, contact centers will need to keep pace by equipping agent desktops with the very same tools and features that are being used by customers online. When agents are using the same tools to retrieve approved answers to questions, customers receive a consistent experience across all channels.

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.