“Engaging Today’s Modern Customer”: How Businesses Can Bridge the Service Gap Utilizing Cloud-based Communications
Frost & Sullivan whitepaper reveals why businesses must rethink the boundaries of their contact center to achieve an exceptional customer experience
In order to achieve an excellent customer service offering, companies are embracing the cloud. Reasons include, speed of deployment, moving to an operational versus capital expenditure model, simple scalability, greater flexibility, easier management and support, as well the ability to access new applications, features, and functions as soon as they are needed.
“As important as technology is to driving the customer experience, corporate culture almost matters more. Technology only serves to empower the people who own the relationships,” continued Turek. “It is critical to empower all employees, not just agents in the contact center, to own their customer relationship, and make agility and responsiveness top priorities. After all, it requires a company-wide effort to always put the customer first, and your contact center solution should have great training and support to ensure that message gets through.”
For more information on “Rethinking Your Customer Contact Center,” listen to this webinar to learn about best practices.
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