call center effectiveness
In the modern economy, nearly every company has a call center of some kind, and increasingly, organizations are recognizing that they need to differentiate themselves through the experiences their customers have with those contact centers. After years of cost-cutting, script standardization, and investments in the ‘next big thing’ in technology, many companies are recognizing the challenge in taking market share from their competition, and the incredible opportunities that contact center agents offer to provide targeted, loyalty-creating experiences for customers.
As companies like Apple, Amazon, Marriott, and Zappos demonstrate the impact of consistently professional, exceptionally capable service, their customers go into the marketplace with enhanced expectations. They want to know when their packages will arrive, where their baggage is, why their computer will take so long to be repaired, and which hotel room will be available when they arrive, and they expect this from every company they interact with – not just the ones who already know how to provide it.