Five Ways to Optimize Customer Journeys Using a Cloud Contact Center
Increasingly, companies are centering their contact center efforts and technology enhancements on improving end-to-end customer journeys. By focusing on journeys rather than individual touchpoints and interactions, organizations can gain full alignment with the customer perspective through their lifecycle of business. In a recent study, McKinsey found revenues grew 10-15% with a 20% customer satisfaction increase when companies focused on journeys rather than solely looking at individual interactions.
Today, delivering great customer experience requires maximizing the time-to-value of enhancements and improvements to contact center capabilities. There are multiple ways to optimize journeys through a cloud contact center which provide benefits not only to customers, but also to the way your organization becomes more agile and capable of dealing with changing customer habits.
In this paper, we will discuss five ways in which you can optimize customer journeys through those new capabilities, leveraging the speed and scalability of the Cloud in the process.