It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences. Right at the center of this evolution is the contact center, the focal point for customer engagement and satisfaction.
As a recent Forrester Wave report on Customer Service Solutions points out, “customers want easy customer service experiences…delivered as efficiently as possible.” Unfortunately, many organizations have used an “add-on” approach to developing new customer service channels. The result, says Liggett, is “cumbersome, unintegrated, and expensive.”
A smarter approach to choosing technology can help enterprises build next-generation contact centers that are more agile, adaptable, and cost-efficient. The full Forrester report identifies key factors that are guiding the evolution of contact center operations and technology.
Among the trends identified, support for true omnichannel interactions and AI are essential. Customers want to engage with brands in the manner that is most convenient and familiar to them, whether that’s voice, chat, video, or mobile. Customers also want their interactions to be responsive and timely; predictive intelligence that can serve up the right information, quickly, leads to faster resolutions and higher satisfaction rates.
Even beyond these hallmarks, the Forrester report identifies an even more crucial factor: the importance of choosing the right technology vendor. In order to avoid the “cumbersome, unintegrated, and expensive” trap, customer service leaders need to look for vendors with streamlined, purpose-built contact center solutions that offer extensive core functionality and support well-documented APIs for integration.
This simpler, smarter approach results in a modern contact center that saves resources, lowers costs, and delivers a consistently superior customer experience.