Things have changed in the contact center. No longer is customer experience bound by the limitations of legacy on-premises system capabilities. Instead, new cloud-based solutions offer a much more flexible and agile approach, resulting in a dramatically improved customer experience.
These changes are good news for contact centers, as customers today are more likely to take to the internet than pick up the phone in their attempt to communicate with your business, even if they are looking to complain. Now contact centers can be prepared no matter what the communication channel.
Our ‘new rules’ take account of the new demands of customers and the availability of this new functionality, providing some guidelines on what the best contact centers should be aspiring to in order to delight customers.