Many organizations simply are not getting the most out of their contact centers. Under-supported and under-motivated agents, outdated processes and procedures, and under-powered and inflexible technology can be significant impediments to delivering a great experience, negatively affecting customer satisfaction and loyalty along with revenue generation. Notably, Microsoft research found that on a global basis, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.

Furthermore, today’s customers, equipped with smartphones and tablets with reliable, always-on internet connections, often prefer to connect with organizations not solely through voice, but also via SMS (texting), mobile apps, social media, and websites, among other ways. These customers are far less willing to engage with companies that are unwilling to meet them on their terms or schedules, and they will seek out other options that are more flexible and responsive to their needs.

To truly delivery an excellent and consistent CX, an organization must assess its current policies and procedures, listen to and integrate feedback from customers, identify the level of service it wants to provide, and then implement specific operational and behavioral changes, supported by investment into a modern cloud-based contact center platform that can adapt to ever-changing conditions.

In our latest Research Brief, Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center, completed in partnership with Local Measure, we discuss the reasons why so many contact centers fail to deliver results, the need to support a modern customer journey and lifecycle, the use of modern tools and approaches to deliver CX efficiently, and how to convert positive agent experiences into increased customer satisfaction and loyalty.

In this brief you will learn:

• The benefits of using a modern, cloud-based infrastructure to enable unfettered access to relevant data
• How a modern, clean, and intuitive agent interface can help agents service customers faster and more effectively
• Insights into how predictive and generative AI can be leveraged to assist agents and power self-service tools
• Best practices and required contact center features and capabilities for delivering the best possible CX during marketing, sales, and support interactions

If you are interested in learning more, be sure to download your copy of Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center today.