Act On Your Customer Intelligence
Rapid evolution of technology is really expanding the capability of the Contact Center, but is the customer information this provides being used to good effect in terms of service provided? Behavioural differences in different European markets or from different generations will drive the way in which people respond into the Contact Center. The challenge is to understand and meet service expectation against their preferred channel of communication. Make sure you act on this information and tailor your service level agreements, as this will definitely differentiate you from the competition.