Business as usual isn’t business as usual anymore, as we continue to see transformation in technology, work environments, customer engagement, employee expectations, economic impact, and other fast paced evolutions. Although changing needs and technology were the initial instigators, COVID especially kicked these transformations into high gear for call centers. They had to find ways to stay available and keep customers happy despite the shutdowns and health concerns. It’s safe to say that the “call center” of old is dead (or should be). In its place has risen the full-on “contact center” for omnichannel support, service, and sales.
Let’s look at the features you should be offering your customers in your modern contact center to meet their expectations and keep them happy:
10 Features Your Contact Center Needs
To learn more about how you can modernize your contact center and better meet your customer needs, contact us.