Organizations across all industries around the world are facing the reality that it has never been more important and more challenging to meet customer expectations. The contact center should no longer be considered a profit-draining cost center. Rather, it’s ground zero for where the commitment to the customer is continuously tested and proven. When every interaction matters, risking service quality could be a very costly decision.
For three industry leaders, the writing was on the wall. Challenges caused by outdated, legacy contact center solutions were impacting their ability to provide the service required to stay competitive. Considering what the future held if they continued to struggle with disconnected communication channels, routing difficulties, and reliability issues, they each came to the conclusion that deploying a single, integrated customer experience platform was the right choice.
Read the full blog post on the Genesys blog.
Publish Date: March 23, 2017
Nothing lasts forever. It’s a familiar saying and a simple concept in theory. Yet, in practice, it can be a difficult and costly lesson to learn. It’s only human nature to be comfortable with the status quo and resistant to change – even when making a change is the best decision.
Many businesses are struggling with legacy contact center infrastructure that doesn’t support today’s customer expectations of seamless, personalized omnichannel service. They battle daily with the limitations of an outdated system and waste valuable IT resources managing time-consuming, difficult upgrades and never-ending migrations. Meanwhile, as the old, familiar system gets pushed beyond its limits, stability falters, and service is compromised. As new communication channels are added, the situation becomes more precarious. If this isn’t reason enough to consider a new contact center solution, many have the added uncertainty that their vendor for contact center solutions is facing an unclear financial future. With customer expectations continuing to rise and evolve, the importance of having future-proof investments from a vendor continuing to invest in innovation is not just a good idea. It’s essential to your long-term success.
Publish Date: February 22, 2017
Whether you are in the dating phase with a customer or a long-term relationship, great communication is key to a successful customer relationship. The same can be said with the relationships with your contact center employees. They need training, coaching, and the gift of great tools to make them love their job. Make your employees love you, and your customers will love you too!
We have compiled a Valentine’s Day list for you: webinars, blogs, videos and eBooks all focused on how to make the relationship with your customers and workforce a success. Think of this list like a box of Valentine’s Day chocolates of CX knowledge.
Click here to read the full blog post from Genesys.
Publish Date: February 14, 2017