Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.
This coming year, several key trends are poised to make a significant impact on contact centers around the globe. Some of these have transitioned from being “nice-to-haves” to being essential, while others are brand new and expected to play a substantial role. Ultimately, every call center needs to make decisions from the perspective of their customers.
Here are trends for 2018 that are sure to shake up the industry. Continue reading
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It doesn’t matter what kind of business you’re in – improving the experience for your customers is the key to increasing sales, reducing employee churn, and increasing customer loyalty.
Customer experience is an area of any business that needs constant nurturing and care. With a greater focus on the customer experience, companies are bound to realize a positive impact on customer loyalty. For that reason it must always be monitored and, more importantly, improved upon.
Thanks to the Internet and social media, it’s never been easier for your customers to share their praise – and their complaints – about your organization. All of which can have a dramatic influence on your future prospects.
