Everything is Changing. Is Your Business Keeping Pace? For many companies, the contact center is at the center of the customer experience – answering questions, facilitating sales, booking appointments and enabling transactions. What happens when this epicenter of customer contact doesn’t adapt fast enough to changing consumer preferences and behaviors? Does the customer get frustrated? Tell a few hundred friends on Twitter? Or even take their business elsewhere? These are the new realities of service and support.
At the same time, traditional customer interaction channels like Interactive Voice Response, remain highly relevant. Take a look at our latest strategic insight newsletter, featuring Gartner’s 2014 MarketScope for IVR Systems and Enterprise Voice Portals and insights on serving and engaging today’s digital consumer.
Read it now! Take a look at the PDF from Gartner, Serving and Engaging the Digital Consumer – from Self-Service to Agent-Assisted.
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