One of the easiest ways to lose a customer is through a poor call center experience. For example, a survey by YouGov showed that 76% of consumers said that “just one unpleasant contact center experience was likely to make them take their business elsewhere”. Yet, three in ten (29%) consumers think that businesses have not changed their attitude towards customer service. Today, positive experiences are even more crucial. Through social media channels, disgruntled customers have immediate access to spread the word about poor service.
With all the technology options out there, what are the best tools a contact center manager can select to deliver good customer engagement? It turns out, one of them isn’t technology at all – it’s your brand voice. Continue reading