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July 16, 2015

Customer Service: The Next Big Thing vs. the Right Thing

By Rodney Kuhn, Founder and Chairman, Envision

When a new gadget drops, everyone has to have it. It’s why a record number of customers waited hours on end last September to own the Apple (News - Alert) iPhone 6 and 6 Plus, according to research from CNBC.



But customers aren’t the only ones with an appetite for the next big thing; contact center managers can also be enticed by what’s shiny and new—perhaps without considering the long-term business value of the acquisition. Today, managers have more options than ever when it’s time to invest in a new contact center software solution. This is a sentiment echoed by the Aberdeen (News - Alert) Group in a recent report titled “Flash Forward: Change Your Mindset to Get Your Customer Experience Future-Ready.”

It’s important that these decision makers know how to navigate potentially murky waters and identify the tools that are most likely to meet their businesses’ needs, allowing them to compete more aggressively and gain more insight into their customers’ service expectations and journeys.

So, which investments are worth contact center managers’ time and money? To answer this question, managers must first determine their largest challenges. For instance, according to Aberdeen, the top challenge facing executives is the ability to track and recognize fluctuating buyer preferences, as well as respond to them in a timely manner that is custom-tailored to their changing needs.

For managers attempting to address this struggle, there are a few tools that should be considered. Click here to view this article in full to see them.



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