Providing good customer service has never been easy, but today it’s more challenging than ever, because of three factors. First is the growing overlap between marketing, sales and customer service. This is driven by customers’ increased expectations about the quality of customer service, the consistency of responses they receive during interactions and privacy legislation that limits companies’ collection and use of customer information and unsolicited contact. These circumstances put pressure...
Topics: Customer Analytics, Customer Experience, Operational Performance, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Voice of the Customer Interactive Intelligence
