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Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Serenova


Abstract:

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 fast 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.

To develop a truly effective engagement center, communication needs to flow in both directions and tabs need to be kept on customer sentiment from multiple touch points including social networks such as Facebook and Twitter.

This e-book will outline the top 5 trends progressive companies are addressing to transform their contact center into a true engagement center, all designed to keep customers coming back for more and sharing positive feedback with their networks.


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