Why Having A Single Source Of Data Is Important?
Contact Centers have been a multiple application product which means multiple locations of data. Historically, Contact Center Managers or Supervisors in the US and Canada who run comprehensive reports are challenged with inaccurate reports.
For ICMI, January 2017
Before we get to the actual best practices for contact center redundancy, let's start with a brief historical overview to explain why we need to be talking about redundancy at all. Years ago, a primary business objective was to provide an avenue for customers to reach your company when they needed answers to their questions. This type of interaction evolved into a “call center” when at the time, phone calls were the only communication channel with which a call center could operate.
How Much Revenue Are You Losing by Not Offering Omnichannel Customer Service?
I needed more information before buying a product. I checked a seller’s website, but they only offered telephone customer service. That may have been acceptable five years ago. However, voice customer service accounted for only 64% of customer contacts in 2017, according to a Deloitte Global Contact Center Survey. That is projected to decline to just 47% next year. Instead, web chat, text/SMS, email, social media and video customer care will comprise the majority of customer contacts.