Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are they providing a great, seamless, always-on experience? If not, customer loyalty and long-term revenues will be impacted—and it will be increasingly difficult for your business to keep up with, let alone beat, the competition.
A modern contact center should engage customers via their channel of choice; leverage all employees, not just agents, to deliver customized engagements; optimize experiences to increase loyalty, sales and revenues; and make the customer journey priority number-one for all employees. This involves not just new technology, but also a new approach: one that is clear, agile and authentic, so that you can respond to your customers where they live—online, on mobile devices, via voice or right in front of you. Smart companies are also involving back-office employees in the customer interaction itself, to share their expertise and create a more effective experience. This requires giving them the tools they need to support agents and managers any time their input would be helpful—and then capturing those engagements for review and training in the future.
To do all this, you need a modern customer engagement solution that supports an integrated view of all interaction channels, including social and mobile, as well as data analytics and integration with CRM and other back-end systems; and which tracks every customer interaction, starting with marketing and sales, moving through customer service and support, and on to retention. To enable this approach, many companies are embracing the cloud for the benefits it can deliver: faster deployment, fixed monthly costs, scalability, flexibility, built-in management and support, and the ability to access new applications, features and functions as soon as they are needed.
When companies are considering a new investment in the contact center, we at Frost & Sullivan recommend they focus on several key elements:
For more on how you can jump-start your contact center for this year and beyond, read the new Frost & Sullivan whitepaper, Rethinking Your Contact Center: How to Engage the Modern Customer.
Check out the webinar to hear 8x8 and Frost & Sullivan talk best practices with customer examples.
Publish Date: March 23, 2017 5:00 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
|8x8 ContactNow – A New Intelligent & Easy to Use Contact Center Solution for Teams||March 27, 2017 5:00 AM|
|How Well Do You Know Your Customers—Really?||March 23, 2017 5:00 AM|
|Five Tips for Connected, Collaborative Virtual Teams||February 13, 2017 5:00 AM|
|Become a Superhero with 8x8 Virtual Office||January 27, 2017 5:00 AM|
|Will Bots Replace Humans in the Contact Centre?||January 19, 2017 5:00 AM|
|Multiply the Possibilities: Five Top 8x8 Blog Posts for 2016||December 28, 2016 5:00 AM|
|8x8 Podcast: Future of Work… With Jacob Morgan||December 15, 2016 5:00 AM|
|Who You Gonna Call? 8x8 Academy!||December 8, 2016 5:00 AM|
|8x8 Podcast: Talking Customer Experience & Contact Center Trends with Nancy Jamison, Frost & Sullivan||November 3, 2016 5:00 AM|
|8x8 Awarded 2016 Contact Center Technology Award||October 13, 2016 5:00 AM|