In today’s global and highly competitive business environment, your customers are one click away from becoming someone else’s prospects. If a consumer doesn’t like the service he gets from your organization, the cost of switching is effectively zero—for him. For the company, however, the cost of constant customer churn can have a significant, negative impact on the bottom line. So what’s a smart executive to do? Rethink your contact center and, in the process, the entire customer journey.