For most contact centre professionals, delivering consistently good customer experience across multiple channels and touchpoints is the ultimate goal. Understanding the complex landscape of changing customer expectations, as well as the opportunities offered by technological innovations, means that this goal requires continuous adaptation.
With this in mind, Kura teamed up with the CCA to understand what this means for organisations today and how they can best prepare for this in the future. From our extensive research we’ve uncovered a number of trends and have concluded five top customer service strategies to service the contact centre customer of the future. These are:
1. Lead from the top down.
2. Personal, empathetic and complex problem-solving.
3. Setting-up people for success.
4. Measuring performance.
5. Be proactive, seize opportunities.
To download our exec summary, click here