It is time to modernize your contact center and you have a lot of options to consider to add to your current phone support. My customers are using email, chat, and social to name a few, so how should I support that? As a contact center leader you have questions about each of these channels. How do each of these channels improve the business? How will these channels help my agents? Will they help my agents? At the end of the day, you want to look back and be confident you made the right decision about the addition to your contact center.
by Liz Osborn, vice president of product and solution marketing at Five9
Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.
This article was originally posted on No Jitter, here.
We explore best practices in the orchestration of disparate customer contact channels on mobile apps.
Customer service executives constantly hone contact center best practices to produce a superior customer service experience. Today, practitioners are faced with even more complexity by being able to call, email and chat on a single device. But smartphone apps that include all communication channel options, within the app itself, are rare. Here we explore best practices in the orchestration of these disparate channels. Continue reading →