Contact Centres continue to face challenges of how to increase efficiency and improve customer service whilst keeping costs down and revenue high.
Combine this with a revolution in the market place that is being driven by three critical shifts:
New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate.
Consumers are rapidly adopting new access methods (web self service), different media types (IM, web chat), and new devices (smart phones).
Consumers are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media.
Companies now need an end-to-end customer experience approach that helps them leverage existing resources alongside the latest best practices and technologies.
4net will work with your business to investigate the most appropriate technology and applications for your organisation to adopt to help your contact centre improve performance, drive customer interaction, enhance the customer experience and increase agent productivity – delivering competitive advantage but most of all seamlessly and cost effectively integrating them with your existing infrastructure.
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