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:
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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