Your company likely has a contact center that efficiently and effectively handles customer interactions via telephone calls as well as through channels such as text chat, SMS, and e-mail. Yet are you aware that the contact center handles just a fraction of the activities that impact the customer experience throughout your business?
Your company likely has a contact center that efficiently and effectively handles customer interactions via telephone calls as well as through channels such as text chat, SMS, and e-mail. Yet are you aware that the contact center handles just a fraction of the activities that impact the customer experience throughout your business? In many industries today, including insurance, telecommunications, and financial services, as many as three times the number of employees who manage customer-related activities actually work outside of the contact center in line-of-business (LOB) areas doing such things as processing claims, managing sales orders, reviewing and approving new loan applications, and managing account inquiries.
