The Future Contact Center

摘要

Contact Centers are at a crossroad today. While they are the first and foremost point of contact for customers, expectations of customers are rapidly growing. Numerous studies have shown that majority of customers will move their business to a competitor after just a couple of average or negative experiences. Thus, enterprises face a difficult challenge -how can they delight and retain the loyalty of their customers through multiple customer experience cycles while managing costs? In the evolving customer care minefield, what next generation ideas can enterprises utilize to restore Customer Care in a continuing equilibrium? In this paper we focus on the various customer-focused services available today to help Contact Center Managers achieve lowest costs and the best outcome for customers and the Contact Center alike.