Customer service is the number one differentiator in any industry. Around 90% of Americans use service quality as a factor in deciding which brands to buy from. A further 58% of consumers say they’ll switch companies because they weren’t happy with the service they received.
Employee retention is one of the main challenges today’s business leaders are facing.
The omnichannel contact center is a must-have investment for any business hoping to deliver exceptional customer experience. When the “call center” first began, the methods available for communicating with companies was limited. Clients would have a handful of options to choose from, such as phone, fax, or email. The customer journey was much simpler, yet far less convenient.
Remote working has never been so popular (or accessible).
Remote contact centers are the future of brand/consumer communications.
Today’s customers expect more from the brands they buy from.
Microsoft Teams is currently the fastest-growing app in Microsoft’s (phenomenally successful) history. Microsoft Teams now has 145 million daily active users around the world, making it one of the most popular UCaaS environments on the planet. For direct routing providers, this demonstrates an incredible opportunity.
Are you tracking the right contact center metrics?
Holding onto talented contact center agents isn’t always easy.
