Special Report: The Evolving State of Customer Contact

As customers demand greater choice in how they connect, facilitating a seamless experience across all fronts has become critical for success. Customers want to be both digitally empowered and actively recognized and remembered at every touchpoint. 

Companies now must not only work to facilitate interactions on customers’ preferred channels, but form a deeper understanding of their customer’s overall intentions, interactions, and end-to-end history. Once the organization can effectively identify its customers’ complete journey, it can consistently deliver more personalized interactions. 

This report will discuss some of the leading challenges that are currently preventing companies from achieving a seamless end-to-end experience and uncover solutions that inspire agents to provide more effective and creative support that exceeds heightened customer expectations.

It will also uncover:

·         Tips for connecting the customer experience through streamlined agent workflows

·         Ways to support growing customer demands during times of heightened volume through scalable resources

·         Opportunities to leverage real-time analysis to provide more proactive and personalized support