The New Rules of the Inbound Contact Center
No longer is customer experience bound by the limitations of legacy on-premises system capabilities. Instead, new cloud-based solutions offer a much more flexible and agile approach, resulting in a dramatically improved customer experience.
Now contact centers can be prepared no matter what the communication channel. Our "new rules" take account of the new demands of customers and the availability of new functionality, providing some guidelines on what the best contact centers should be aspiring to in order to delight customers. This includes how to:
- Competently handle multiple channels
- Make the best use of data to automatically route customer contacts
- Proactively contact customers with issues
With a cloud system that provides the tools for contact center managers to easily create and change customer contact flows (without recourse to the IT department), the only barrier to improved customer experience is the imagination.
Read this West whitepaper to learn more!