Transforming customer experience with innovative contact center technology
There are many pieces to the customer experience puzzle. Every touchpoint between a customer and a business has a cumulative effect on the picture that emerges as the puzzle nears completion. A Facebook ad could be one of the edge pieces; an online shopping experience could be one of the middle pieces; and maybe a store visit is that coveted final piece that completes the picture. But what picture is it? A beautiful woodland meadow or a doomed ship on a raging sea? Businesses, of course, strive for a version of the former.
Customer service is a key piece of the customer experience puzzle and should be protected from falling off the table and getting chewed by the dog. A customer needing help is very impressionable, meaning contact centers need to consistently deliver experiences that build trust with customers and solidify their relationships with the brand. Contact centers have many tools in their arsenal to do this, including innovative technology they can use for transforming customer experience.
Many of these transformative technologies aren't even directly visible to consumers, yet they yield significant benefits to the quality of customer interactions. Here are some examples of innovative technologies contact centers are using for transforming customer experience: