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Today's technologically savvy consumers are more versatile in how they communicate and more sensitive to how service options resonate with their own communications habits. As a result, versatility in customer communications options is now the key to effective customer service. In addition, the economic downturn has made consumers sensitive to cost-conscious images and they are more likely to trust an enterprise that demonstrates cost containment practices in all areas. Organizations that find innovative, yet cost-effective, ways to leverage technology to connect with customers will be better able to use their contact center strategy as a competitive weapon. And enterprises that apply the right methodology to select innovative features will better engage with customers through trusted, loyal relationships.
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