10 Trends: How Are They Impacting Your Business?
The Evolution of the Customer Engagement Center
The days of the traditional “Contact Center” are long gone. The overall trend in this new era of customer-centricity, customer advocacy, and customer lifetime value, is moving the traditional contact center to a “Customer Engagement Center” (CEC)
Visual IVR, Video and Voice: Keeping customers closer
Omni-channel: Delivering a seamless, no hassle customer engagement experience
Social Media Integration: Building trust and strengthening support
Self-Service: Tightening the customer feedback loop
Virtualization: Going Green and reducing cost
Outbound communications: Optimizing efficiency and reducing customer follow up time...
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