Contact Center
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Customer expectations are rapidly changing due to the easy access to real-time information from any device, anywhere. In today’s fast-paced and increasingly shifting marketplace, competing in the market based on product or price alone is not enough to entice customers. What matters most--and what builds or breaks a brand’s appeal--is the customer experience. Even though the focus on the customer has been the forefront of every business, it is a continuously shifting environment that is stimulated by new technologies and new marketing ploys.
The old adage that says “a business is only as good as its people” is important to remember, especially for organizations running contact centers. Highly skilled, knowledgeable, and motivated contact center agents will definitely help a company succeed, especially given that the customer experience has become a key differentiator in today's competitive market.
With the customer experience quickly overtaking price and products as a key brand differentiator, companies are paying closer attention to their customer service programs, and in particular both the level and quality of service delivered by their contact centers. To maintain a high standard of service, many companies use a number of performance metrics such as calls offered, calls handled, duration, and average queue length. And although these details are helpful, they often offer limited customer insight.
Like other communication technologies, voicemail has vastly evolved over the past decade. Gone are the days when leaving a voicemail meant connecting over a traditional landline recording. With the various updates and improvements to voicemail technology, it’s now possible to send and access a list of voicemail messages from one’s email, play them back as needed, or read text-based transcripts of audio messages.
In the past, offering the highest quality product or service at the best price could be enough to attract more customers and improve your customer base. And while product and price are still important in today’s digital world, the way in which an organization delivers service to its customers has become as important--or perhaps even more so--as the product or service they offer.
Short Message Service (SMS), often referenced as simply "text messaging", is quickly becoming a critical component of business communications strategies worldwide. Because of its simplicity, ease of use, and reach, SMS for business purposes has gained widespread acceptance.
Consistent and excellent customer service is the lifeblood of any business. It helps to draw in new customers and generates return and referral business. That is why it is critical for businesses and their primary brand ambassadors — the agents in their contact center — to deliver an exceptional customer service experience each and every time.
Genesys, an industry-leading provider of omnichannel customer experience and contact center solutions, has finally unveiled its three new customer experience product offerings: PureEngage, PureConnect, and PureCloud.
On-premise solutions were the technology of choice for many contact centers until the advent and rise of the cloud and cloud-based technologies. The steady adaptation of the cloud by many businesses has vastly transformed how contact centers operate today. With the flexibility, innovative features, and cost-efficiency that cloud-based solutions offer, contact centers have evolved to support the changing needs of consumers for the better.
Contact centers are no longer merely call-taking centers. Due to the rising importance of the customer experience on top of the advent of cloud-based technologies, companies have discovered that a contact center is one of a business’ best brand ambassadors, helping them manage and cultivate customer relationships. But how exactly can contact centers create and strengthen connections with their customers? For Terrel Bird, CEO and co-founder of TCN, a leading cloud-based call center technology provider, it starts with choosing the right platform.
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