As consumers, we want a good experience… no, scratch that. We want good “engagement” with the companies we deal with. And we want it across an increasing number of channels.
A recent study reports that 77% of consumers use more than one channel when seeking service, so a key ingredient to happy consumers is offering support where and when they need it.
With 88% of all organizations delivering a multi-channel service experience, the differentiating factor will now be in the quality of those interactions. How can your call center meet the rising expectations of consumers? Here are 3 “best practice” tips worth reviewing. Continue reading