Jan 10, 2020
ATSG
Keep up with the latest views and information from ShoreGroup, our partners, and our customers.
Customers today expect fast, friendly, and personalized service. They expect this whether they’re talking to a retail clerk, a bank teller, or a contact center representative. Customers have many choices at their disposal and will be quick to pass the word on when they have a good or bad experience.
Delivering on these high expectations isn’t easy. But with technologies like cloud, artificial intelligence (AI), machine learning (ML), and data analytics, your contact center can go beyond meeting expectations to becoming a center for growth.
Ultimately, the goal of a contact center isn’t just about solving customer problems. It is to contribute to the overall success of an organization by increasing revenue and helping gain new customers. Yet contact centers today face several challenges that are standing in their way.
Contact centers are the faces of their companies. Trends in consumer behavior and new technology mean contact centers have their work cut out for them in keeping customers happy. The challenges facing today’s contact center present an exciting opportunity. Solving these will exceed customer expectations and power business growth. A cloud-based, software-as-a-service contact center is the best way to achieve these benefits:
A move to the Cloud doesn’t have to be difficult, either. Cloud-based solutions can live alongside or supplement existing on-premises systems, adding functionality without requiring complicated migrations. Cloud innovation will ultimately result in:
If you’ve made the decision to move to a new contact center—one that uses technology to help every agent and every customer—solutions are available. Platforms like the Cisco Webex® Contact Center is a native cloud contact center solution. It enables enriched customer engagement experiences between businesses and their customers.
Webex Contact Center is also a cognitive contact center. By using AI, it empowers agents with the knowledge, data, and context they need to have fast, accurate, and more personalized conversations with customers. After all, 46% of people will abandon a brand if employees are not knowledgeable.
Transitioning to a cloud-based solution and integrating business applications in your contact center can improve customer and agent experiences. The Webex Contact Center has prebuilt connectors for deep integration with your most common CRM and other apps, including Salesforce, Microsoft Dynamics, and Zendesk. The result? Higher productivity, minimized siloes, and streamlined workflows.
Learn how AI can make your contact center smarter. Read the eBook: The Contact Center Made Cognitive.
© 2024 ShoreGroup. All rights reserved. | Privacy Policy | Legal
Comments