Contact Center Trend to Watch
Title : Contact Center Trend to Watch
Edition :
Year :
Authors : ShoreGroup
Publisher : ShoreGroup
Preface
Contact centers represent an opportunity to build long, lasting customer relationships and help distinguish yourself from competitors through the quality of your service. As more and more organizations shift to fully integrated cloud-based solutions, it’s easier to fall behind the curve if they are not up-to-date on all the latest developments.
In the past, most businesses were content to develop a standalone solution to meet every new technological channel instead of taking a more integrated approach; too much of contact center management was reactive to the latest trends. These solutions may have checked the newest boxes, but they rarely added value to the overall customer experience.
Pushed by the increasing pace that these new technical solutions are becoming necessary, organizations have recently been taking a step back and started looking at customer service more strategically. This has led to a shift in how businesses view their contact centers — instead of just improving efficiency and lowering costs, leaders are increasingly trying to reposition customer service as a profit center.
In order to make this transition work, IT and customer care leaders must update their approach, implement advanced tools, incorporate the broader and deeper use of analytics, and move toward a true omnichannel model.
This guide looks closely at five major emerging trends in contact centers that will have a real impact on what’s considered standard in the coming years. By considering these trends, you can see how your organization measures up and develop the strategies needed to guide future contact center development.
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Preface
Contact centers represent an opportunity to build long, lasting customer relationships and help distinguish yourself from competitors through the quality of your service. As more and more organizations shift to fully integrated cloud-based solutions, it’s easier to fall behind the curve if they are not up-to-date on all the latest developments.
In the past, most businesses were content to develop a standalone solution to meet every new technological channel instead of taking a more integrated approach; too much of contact center management was reactive to the latest trends. These solutions may have checked the newest boxes, but they rarely added value to the overall customer experience.
Pushed by the increasing pace that these new technical solutions are becoming necessary, organizations have recently been taking a step back and started looking at customer service more strategically. This has led to a shift in how businesses view their contact centers — instead of just improving efficiency and lowering costs, leaders are increasingly trying to reposition customer service as a profit center.
In order to make this transition work, IT and customer care leaders must update their approach, implement advanced tools, incorporate the broader and deeper use of analytics, and move toward a true omnichannel model.
This guide looks closely at five major emerging trends in contact centers that will have a real impact on what’s considered standard in the coming years. By considering these trends, you can see how your organization measures up and develop the strategies needed to guide future contact center development.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
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