To make contact center conversations great, you need to set up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities. With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand. Start by making these 5 key changes:
- Work with your CRM.
- Make conversations personal.
- Focus on people, not technology.
- Make conversations flow effortlessly.
- Leverage data to get better over time.