Home > White Papers > Featured White Papers
Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center
Surpassing customer expectations is at the forefront of
contact centers striving for customer experience excellence.
To succeed in today’s ever changing business landscape of
new contact channels and technologies, contact center leaders will have to make
greater strides in understanding the modern consumers' needs in order to exceed
their expectations. New ICMI research reveals the gaps between what
organizations believe their customers want and what they actually
provide. Download this new study to gain actionable insight into how
contact center leaders can overcome their assumptions and effectively deliver
service excellence seamlessly across channels to enhance the customer journey.
Read about the key findings that provide contact centers
with new insight into excelling service that aligns with consumer expectations:
• 80% say companies put more effort into selling than
customer service
• 53% would prefer to use online chat before calling a
company on the phone
• 69% are willing to pay more for a product with a good
customer service reputation
CLICK HERE TO DOWNLOAD THE REPORT
Related Content:
.