Traditionally, the contact center has been positioned purely as a voice-only sales and service center. It was the central point for solving customer problems and had everything to do with improving first call resolution, minimizing hold times and scripting perfection. Fast forward to a new decade and progressive companies are realizing these customer connection points can be maximized by focusing on the customer experience. In the new engagement center model, leading companies are interacting with customers anywhere and everywhere both when they reach out (via phone, email, chat, SMS) and in their everyday experiences.
CONNECTING WITH THE NEXT GEN CUSTOMER
