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The New Rules of the Inbound Contact Center

Thursday, August 25, 2016 - 10:00
Inbound Contact Center New Rules

It’s time to rip up the old rules of customer service – or risk losing loyal customers.

The old rules of ‘answer it quickly and dispatch it quickly’ no longer cut it. The game has changed and today’s customers prefer to work with businesses that offer multiple channels of communication.

Today “inbound” doesn’t just mean phone calls. It can mean anything from chat, to email or social media. In fact, our research shows that only 7 percent of 16 - 24 year olds will call a business, even in relation to a high-value sales query. And young people aren’t the only ones ditching the telephone – only 12 percent of 16 - 55 year-olds prefer to call a business.

Fortunately, new cloud-based contact center solutions provide the technology needed to meet the demands of your customers. However, technology as a standalone is not enough to run an effective inbound contact center or provide a better customer experience, it must be deployed with the right strategy.

We’ve outlined 10 “new rules” to offer guidance on what innovative contact centers should be aspiring to in order to engage and impress their customers. In “The New Rules of the Inbound Contact Center” we explore topics such as:

  • How to route customers intelligently and build an agile contact flow
  • How to use dynamic scripting
  • How to treat your customers like VIPs
  • How to make it easier for your customers to self-serve
  • How to close the loop with customer feedback

Download “The New Rules of the Inbound Contact Center” today to find out how your company can build customer loyalty and stand out against the competition.

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