A lot of contact centres struggle with improving their metrics and customer experience. Sometimes it’s just easier to accept a certain amount of inefficiency or OK C-SAT scores, along with the work-arounds that over time, become familiar and a part of the regular workflow. But this is a direct route to the “perils of the stagnant contact centre.”
Contact centres can start out as informal, accidental, unplanned in companies of all sizes. But as they grow — and they will — if there isn’t a deliberate, informed, proactive strategy for developing the contact centre to be actively fulfilling the company’s business objectives, it will stagnate — which will be problematic for your customers and your brand. Trust, loyalty and revenue can erode very quickly.
Contact centres need to deliver consistently exceptional customer experiences in the kind of omnichannel environment customers expect…outstanding CX that solidifies brand loyalty and turns customers into lifelong brand advocates. Join us at the Salesforce World Tour 23 May 2019 at ExCeL London, where we’ll be helping contact centre professionals begin their CX transformations.
Schedule your 1:1 demo now and get a copy of our whitepaper Perils of the Accidental Contact Centre when you stop by our booth.