We all know this: Customer retention has never been more important. Customers have choices and creating a positive experience with every connection you have with them leads to the long-term loyalty every business is seeking. Today, the essence of the customer experience hinges on how well companies can connect and communicate with individuals according to their needs. Companies that are successful at retaining customers and earning positive word-of-mouth understand the importance of keeping them engaged across all channels of choice - voice, print and digital. And the first stop in this connection is often a company's contact center.
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