The future is filled with uncertainty. However, there are two things that are undeniable: Technology will continue to advance at breakneck speed and customer expectations will continue to rise. Will your company be able to adapt and provide the kind of differentiated support that separates it from the competition?
Research shows that contact center satisfaction correlates with three loyalty metrics: consumers’ willingness to repurchase, reluctance to switch, and likelihood to recommend. This white paper from Peppers & Rogers Group and InContact provides strong data indicating the trends that contact centers are following; download and read this paper today to make sure you are not only aware of the changes, but prepared to change with them.