Transforming a Contact Center into an Insights Center
Customers have simple expectations. They expect the brands with whom they do business to know who they are when they reach out. Customers also expect these brands to be able to call upon past information to quickly resolve their issues.
The problem is, if companies don’t have strong analytics capabilities in place, they will have a hard time feeding their associates the insights they need to meet – and exceed – these seemingly basic desires.
The result, not so surprisingly, is frustrated customers that are likely to take their business elsewhere, and unhappy employees that are less likely to be engaged with their work. Beyond talking points and lip service, what is the true state of customer centricity? Read more