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Frost & Sullivan: Rethinking Your Contact Center - How to Engage the Modern Customer

8x8 Inc.

This Frost & Sullivan paper will outline the difficult challenges faced by all businesses—in a variety of industries and sizes—in creating an exceptional customer experience; discuss the value of a contact center that also supports all channels of choice, disaster recovery, data analytics, and leveraging back-office workers; stress the need for cultural change throughout the organization to truly meet today’s customers’ expectations; and offer best-practices recommendations for taking the lead in creating a customer journey that engenders loyalty, delivers total satisfaction, and drives revenues.

Tags : frost & sullivan, contact center, customer engagement, cloud, culture gap, scalability, omnichannel, digital tranformation
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Published:  Feb 17, 2017
Length:  10
Type:  White Paper