The New Rules of The Inbound Contact Center
Title : The New Rules of The Inbound Contact Center
Edition :
Year :
Authors : West
Publisher : West
Preface
Things have changed in the contact center.
No longer is customer experience bound by the limitations of legacy on-premises system capabilities. Instead, new cloud-based solutions offer a much more flexible and agile approach, resulting in a dramatically improved customer experience. These changes are good news for contact centers, as customers today are more likely to take to the internet than pick up the phone in their attempt to communicate with your business, even if they are looking to complain. Now contact centers can be prepared no matter what the communication channel.
Our ‘new rules’ take account of the new demands of customers and the availability of this new functionality, providing some guidelines on what the best contact centers should be aspiring to in order to delight customers.
As you will discover, this includes how to handle multiple channels including calls, emails, chat and social media. It also covers other new areas, such as how to best use data to automatically route customer contacts and how to proactively contact customers with issues.
With a cloud system that provides the tools for contact center managers to easily create and change customer contact flows (without recourse to the IT department) the only barrier to improved customer experience is the imagination.
As we see the rise of a more customer-centric type of business, the contact center is increasingly expected to contribute to revenue generation – a topic explored further in our ‘Converting customer experience into revenue’ report, using research with 1,000 consumers, and cited throughout this guide. In order to build customer loyalty and stand out against the competition, businesses need to deliver exceptional personalized customer experiences.
This is a huge challenge for businesses and the old rules of ‘answer it quickly and dispatch it quickly’ are simply no longer sufficient. Fortunately, some new cloud-based contact center platforms have been built from the ground up to help achieve multichannel success. But technology in isolation is not enough.
In order to achieve contact center success we need new skills and new strategies—and new ways of working with that technology. So we’re ripping up the old rulebook and writing a new one.
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Preface
Things have changed in the contact center.
No longer is customer experience bound by the limitations of legacy on-premises system capabilities. Instead, new cloud-based solutions offer a much more flexible and agile approach, resulting in a dramatically improved customer experience. These changes are good news for contact centers, as customers today are more likely to take to the internet than pick up the phone in their attempt to communicate with your business, even if they are looking to complain. Now contact centers can be prepared no matter what the communication channel.
Our ‘new rules’ take account of the new demands of customers and the availability of this new functionality, providing some guidelines on what the best contact centers should be aspiring to in order to delight customers.
As you will discover, this includes how to handle multiple channels including calls, emails, chat and social media. It also covers other new areas, such as how to best use data to automatically route customer contacts and how to proactively contact customers with issues.
With a cloud system that provides the tools for contact center managers to easily create and change customer contact flows (without recourse to the IT department) the only barrier to improved customer experience is the imagination.
As we see the rise of a more customer-centric type of business, the contact center is increasingly expected to contribute to revenue generation – a topic explored further in our ‘Converting customer experience into revenue’ report, using research with 1,000 consumers, and cited throughout this guide. In order to build customer loyalty and stand out against the competition, businesses need to deliver exceptional personalized customer experiences.
This is a huge challenge for businesses and the old rules of ‘answer it quickly and dispatch it quickly’ are simply no longer sufficient. Fortunately, some new cloud-based contact center platforms have been built from the ground up to help achieve multichannel success. But technology in isolation is not enough.
In order to achieve contact center success we need new skills and new strategies—and new ways of working with that technology. So we’re ripping up the old rulebook and writing a new one.
DOWNLOAD (MEGA) | DOWNLOAD (SOLIDFILE) | DOWNLOAD (UPTOBOX)
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