The Age of the Customer in Contact Centers

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Surveys say customers highly value great customer experiences. But companies should take into account that customer expectations are rising. A shift is taking place. The explosion of digital and technological innovations is having a profound impact on Customer Empowerment. Therefore, the need for a great Customer Experience is higher than ever.

Many companies are worried when customer satisfaction with Contact Centers declines. And they are right, Contact Centers are directly responsible for maintaining the company’s image.

A Challenge for Contact Centers

Rapid changes on Customer Experience means a new challenge for a Contact Centers. As they are often looked upon as an expense instead of an improvement opportunity, it’s hard to convert them into a better customer support. But it’s important to change. In dealing with empowered customers, companies are forced to adapt, they must be able to personalize and enhance experience, anticipating customers’ needs.

Key to Success

A key to success is having a presence on each of the interaction channels and ensuring your Customer Experience is consistent across all Real-Time Communications (RTC) with phone, video, live chat, social networks. Having a 360-degree view is fundamental, to make all new strategies coherent, from Social Media to an existing Call Center.

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