Although contact centers are an indispensable part in enhancing customer experience, they are undergoing a plethora of changes. Novel and varied ways of reaching out to customers are improvised like phone, email support, social media, Skype, and mobile apps. A multichannel experience is provided to customers to meet their rising expectations, and constant attempts are made to elevate the customer experience levels. To meet the customers’ expectations, it is important to cope with the technological and organizational requirements, necessary to quickly respond to the changing times.
This eBook describes the changing scenario of customer experience management and the role of contact centers in it. It elucidates the groundwork that needs to be done in order to keep the customers happy two years from now. It elaborates the technological and the organizational changes that should be fostered to meet tomorrow’s challenges. Read the eBook to keep abreast with the changing expectations of the customers for retaining and delivering them an exceptional customer experience and be at par with the industry norms.