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Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience
Today’s socially networked consumer is demanding more from the companies they do business with. They are expecting higher levels of service and enhanced communications provided through more channels, and they have more outlets for voicing opinions about their experiences than ever before. Engaging in proactive conversations with those consumers to manage and deliver on their expectations will become critical to a company’s ability to succeed. Planning for a next-generation contact center will help to address these requirements while enhancing the overall customer experience.
As communication channels are expanding beyond more familiar choices like voice, chat and email to include SMS/text messaging modes, customer communities using social networking, and access to content-rich, user directed, self-service experiences through the internet, consumers expectations are expanding as well. These trends bring either risk or opportunity to companies looking to build relationships that cultivate loyalty.
To keep pace with evolving customer needs and to take full advantage of emerging technologies, companies should understand the essential capabilities that a next-generation contact center must deliver and begin planning for it today. This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands.