What will tomorrow’s contact centre look like?
Customer Contact Expo 2014 is upon us, and we’re thrilled to be using this opportunity to share our and Cisco’s vision of the contact centre of the future.
Cisco and a range of partners will be showcasing the latest in cutting-edge contact centre technology at stands E10 and F10 at the event, where visitors will be given the chance to interact with the experts, discover the latest and greatest in call centre technology and find the right solutions to better serve their customers.
What’s more, we’ll be showing attendees how they can transform their call centre into a contact centre for the future: agile in the way it interacts with customers, able to deliver a consistent customer experience across all types of media and employing solutions that are easy to deploy and simple to use.
Customers want it to be as easy as possible to connect with the right person when they contact a business. To be able to meet this demand, contact centres need a central, intuitive system across the business that can deal with any kind of customer interaction.
The nature of these interactions is changing, too – in an era where customers are reaching out to businesses across a range of channels, contact centres need to be agile and able to respond to changing customer needs and behaviours. Deploying software solutions that are flexible enables customers to contact a business by whichever method is convenient to them at that moment in time – a demand which will continue to grow as customer expectations evolve.
What’s more, in an age where digital is king and customers are interacting with companies across multiple devices, it’s never been more important to provide a seamless customer experience across channels and touchpoints. At Customer Contact Expo we’ll be demonstrating how businesses can employ leading technology to connect with customers via video, social media and smartphone.
As the focus moves back to the customer for many businesses, delivering a total customer experience is more important than ever, and the right contact centre solution is an invaluable tool in keeping customers happy. We’re looking forward to exploring this at the UK’s flagship industry show today.
For an infographic outlining further what customers want from tomorrow’s contact centre click here
Gary Coville, Marketing Director, Touchbase
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