In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX).
Stuck with a legacy ACD, PBX or telephony call center? Fortunately, there’s a clear-cut solution. Here are four tips to help you transform your call center into a next generation omnichannel engagement center:
• Assessing your current situation
• Determining the business benefits
• Selecting a deployment approach
• Updating your customer engagement environment
An omnichannel engagement center solution offers business benefits such as lower costs and higher revenue—plus CX advantages such as shorter hold times, slashed abandonment rates, and a better Net Promoter Score.