TMCnet Feature
March 20, 2015

Consumer Demands Have Drastically Changed--Keep Up With Cloud Contact Center Solutions

By Tony Lama, Director of Cloud Solutions

Without a doubt, consumer demands have drastically changed over time. For starters, today's consumers are now empowered with limitless ways in which they can interact with their favorite brands, including via social media, SMS, click-to-chat, virtual agents and more. Along with more ways for customers to interact with companies, service expectations have gone through the roof.

However, contact center efforts all too often still come up short. Missing this mark has proven to be extremely costly; research shows that dealing with customer service issues costs businesses about $130 billion every year, according to aggregated research from ClickSoftware (News - Alert). In other words, customer service inadequacies are devastating for both customers and companies.

So, how can cloud contact center technologies help your organization keep up with consumers' ever-escalating expectations, as well as companies' evolving business needs? Let's take a look:

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