Intelligent Self-Service IVR and Salesforce®
As focus shifts from exceeding expectations to providing a seamless and effortless experience for customers and agents, technology is playing an ever more pivotal role in customer service. Our customers are now multi-screen, always connected, highly informed individuals and they are changing the shape of modern business, resulting in significant pressure on the call center.
Customers expect businesses to know who they are, anticipate their needs, and service them swiftly. When their expectations are not met, they are quick to react and share their poor experiences. Negative reviews and comments can echo around social media for years, damaging your brand and pushing customers into the arms of your competitors.
These shifting expectations are forging new operational objectives and raising the status of the call center to a strategic level. The measure of success has moved into the effortless experience and further away from elaborate service. The key to delivering the experiences your customers crave lies in technology and data.