Customer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation.
From account authentication to delivery notification; from customer service experiences to product and experience reviews, the contact center is the hub of trusted communications that engages customers throughout the customer lifecycle.
A younger workforce, process automation, and customer expectations are fundamentally shaping the future of enterprise contact centers. The next generation of contact center employees expect easy access to a 360º customer view. Chatbots and machine learning are allowing for 24/7 service that simultaneously frees up more time for agents. And customer expectations demand maximum flexibility to communicate with brands on the channel of their choice.
To suit every customer, your contact center needs to provide self-service and the option for a direct line of communication to live agents across SMS, email, OOT, and IVR. The fact is, omnichannel customer experience––that seamlessly connects contextual information from one channel to another––requires a cloud computing foundation to be successful. Consider that 94 percent of customers will buy again when they have a simple, easy support experience.