How having a clever omnichannel strategy will allow businesses to measure customer satisfaction and loyalty. Understanding your customer’s expectations for service is the first step in providing an amazing customer experience. Let’s discuss what customers want from support contact centers.
A contact center, unlike a call center is a division within an organization that manages both inbound and outbound customer interactions. These interactions can be over multiple channels such as telephone, web, chat, email, messaging apps, social medical, text, fax and traditional mail. Contact centers use various types of technology to help resolve customer issues and track all of the customer’s engagements with the company.
The modern cloud-based contact center solutions not only give businesses an edge when it comes to customer service but also enables them to have WFM tools and scalability. Agents can now be monitored onsite or remotely with performance tools that are built within the cloud based contact center software. Items like scheduling, forecasting and agent performance are now in one central location for easy tracking and analysis.
In 2017 over 3.7 million employees worked from home at least 50 percent of the time and this is growing every day. Clearly, telecommuting is a growing trend and you need the right IT solution for supporting remote employees for seamless and safe collaboration and communication.