Four Steps to Make Customers Love Your Contact Centre

In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX).

Stuck with a legacy ACD, PBX or telephony call centre? Fortunately, there’s a clear-cut solution. Here are four tips to help you transform your call centre into a next-generation omnichannel engagement centre:

  • Assessing your current situation
  • Determining the business benefits
  • Selecting a deployment approach
  • Updating your customer engagement environment

An omnichannel engagement centre solution offers business benefits such as lower costs and higher revenue—plus CX advantages such as shorter hold times, slashed abandonment rates, and a better Net Promoter Score.

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