The cloud offers agents and contact center supervisors a unified view of customer data. When agents have a complete view of customers, including transaction histories and recent interactions, they can then provide each customer with relevant and swift support, helping to improve customer satisfaction and Net Promoter Score™ while driving profit increases.
Cloud contact center platforms provide flexibility and agility to accommodate customer service preferences and channel behaviors in the future. Companies developing an adaptable approach to provide a better customer experience are able to respond to customers more quickly and effectively, promoting customer loyalty.
As new channels emerge and customers increase their use of them, cloud contact centers adjust to meet changing customer traffic between channels on the fly. Companies hoping to compete in the future will need the ability to deliver fast and knowledgeable responses to customer issues, such as a sudden uptick in demand for a hot new product, or to resolve problems that have gone viral in social media.
Future-proofing the contact center isn’t just about using a platform where new channels can be added quickly. To attract, engage, and retain customers, companies will need to arm agents with up-to-date customer insights, allowing delivery of informed and relevant communications.
Net Promoter Score is a trademark of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.