The modern world of customer service is much more dynamic and demanding than ever before. The proliferation of mobile devices and the growth of the omni-channel shopping experience mean consumers have more choice today when it comes to accessing products and services. While this represents a huge step forward for customers, it brings significant new challenges for the contact centre to address.
With so many potential points of contact between a customer and an organisation, providing a consistent, joined-up experience across the board can be a difficult task. The dangers of this are evident: if a company relies on outdated, inflexible systems in this new era of customer engagement, it becomes much more difficult to keep customers happy. If such a situation is allowed to persist for too long, the financial and reputational impact of customers deserting the company in favour of a competitor can be particularly damaging.
With this in mind, making greater use of cloud technology can be hugely powerful in giving the contact centre the capability to handle the highly diverse nature of modern customer interaction, as well as the flexibility and adaptability required to ensure rapid evolution in the face of an ever-changing landscape. When employed in the right way and used alongside tools such as AI, cloud can be instrumental in transforming the humble contact centre into a much more comprehensive and agile customer engagement centre. This paper explores the results of a research project conducted by Aspect Software into the changing nature of customer engagement and the contact centre, and the power of cloud in helping businesses to reimagine customer service.
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