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“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

SANTA CLARA, Calif., April 6, 2017 /PRNewswire/ — Frost & Sullivan research shows offering excellent customer service is extremely difficult and demanding for businesses, especially in today’s global, ‘always-on’ world.  As a result, companies are expected and required to provide an immediate response to customers on their channel of choice. Businesses must be reactive and proactive, leveraging data across the enterprise contact center, and fully empower agents and associates to do whatever it takes to create an exceptional customer experience. To achieve this, businesses need a modern customer engagement solution – not solely confined to the contact center – that supports an integrated view of all interaction channels, including social and mobile, as well as data analytics and integration with CRM and other back-end systems.
A new Frost & Sullivan whitepaper titled, Rethinking Your Customer Contact Center, outlines the difficult challenges faced by all businesses – across a variety of industries and sizes – in creating exceptional customer experience. The paper discusses the value of a contact center that also supports all channels of choice, disaster recovery, data analytics, leveraging back-office workers, and stressing the need for cultural change throughout the organization to truly meet today’s customers’ expectations.  In addition it offers best practices recommendations for taking the lead in creating a customer journey that engenders loyalty, delivers total satisfaction, and drives revenues.
“In order to bridge the customer experience gap, businesses require a full communications and engagement solution that drives cost savings by providing scalable, flexible, and optimized customer-focused operations, globally, that are always there to meet customers’ needs on their channel of choice,” stated Frost & Sullivan Connected Work Fellow & Vice President Melanie Turek. “Unfortunately, many prospects and customers are not receiving that experience. According to a recent survey by 8×8, when they last called a company, just 22 percent of people said their call was answered the first time they called – and more than one-third of them were new customers looking for information on products, trying to open an account, or make a purchase.”

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.

About Frost & Sullivan

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SOURCE Frost & Sullivan

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