 | Empowered customers have brought fundamental shifts within contemporary customer/company conversations. As clients demand more personalized and timely service, business can no longer afford to follow a “one-size-fits-all” approach in customer service. Each interaction must be tailored to the specific needs and wants of clients in order to ensure customer loyalty and increase profitability through cross-sell and up-sell revenue. Contact center agents play a critical role in this transformation, as they are often the first touch-point clients have when they need support. However an Aberdeen study reveals that contact center agents' inability to access or effectively use technology tools needed to serve customers hinders agent productivity and performance. Enterprise Social Collaboration (ESC) helps contact center agents overcome this challenge by providing them the ability to work collaboratively with other agents and colleagues in other departments that interact with the same customers. Request Free! |
