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Today consumers expect brands to offer the exceptional and consistent experiences at each point of engagement, with the current economy leading to make customers feel entitled to a product or service with a single click. Be it e-commerce, or a brick and mortar location, or just a targeted mail or call, the success of an organization lies the customized experience they offer irrespective of the channel.
While on one side, companies are striving toward providing a consistent omnichannel customer experience across multiple channels, marketers and legacy vendors that have been slow in adapting to latest technologies to accommodate today’s digital business needs, often neglect contact centers.
You might have heard of several unhappy telemarketing experiences or might have gone through one yourself. Being routed to multiple agents and having to repeat oneself, long wait times, unprofessional agents or unsolicited telemarketing calls—the reasons why consumers are doubtful are clear. Indeed, the question of why companies haven’t worked to solve these issues around contact centers arises.
The fact that contact centers play a critical role in operating the business of various industries doesn’t change. If intended to offer a good customer service, then it’s essential to prioritize contact center experience. Giving your customer the option to connect with your company reps on the channel of their choice, in turn, provides valuable and positive omnichannel customer service. Next-generation cloud-based contact center solutions which offer consumption-based pricing and faster deployments are a perfect fit for marketers who think that deploying a solution is out of their budget.
In today’s business world where everyone is fighting for a consumer’s attention, it becomes highly important for an organization to offer, regardless of the channel, exceptional customer service and customized experiences.