Customer satisfaction is a potent metric that directly influences the profitability of an organization. With rapid technological advances in the past decade or so, it’s even more important to elevate customer focus in the following ways:
Making your organization accessible to your customers across multiple modalities, including voice, text, social media, and more
Providing your customers with a highly efficient post-sales and service experience
Continuously improving the quality of your service as business trends and dynamics change
Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. There is a challenge at every point in the contact center customer journey—from long hold times at the beginning to operational costs associated with long average handle times.
In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive