Role Of Contact Centres Evolves
Interesting article about the role of contact centres when so many communication channels are vying for people's attention. The personal contact in a telephone conversation can drive engagement and brand loyalty far more than a message on social media.
Contact centres are rapidly becoming the engines that drive customer engagement, especially in a new digital world where customer experience has become a critical differentiator. So says Deon Scheepers, strategic consultant at Interactive Intelligence, who notes superior customer service gives businesses the edge over their competitors, increases profitability, and boosts long-term growth.