Why your contact center must evolve to meet customer expectations
Traditionally, organizations’ contact centers and service models have been cost centers — a necessary cost of doing business that rarely drives new revenue and often takes away from the bottom line. But it doesn't need to be that way. When implemented and executed correctly, modernizing contact centers, field service or frontline operations helps companies in any industry drive revenue, maximize business value and increase customer loyalty.
Rising customer and employee expectations require more strategic and responsive contact centers and streamlined field and frontline service strategies.
Too often organizations are embattled by an inability to meet their customers’ needs for quick service and positive interactions with your agents. These poor experiences and struggles with differentiating their service result in increased operational costs, revenue loss and a disempowered workforce — all because of a failure to evolve their service models.
To achieve effective service modernization, organizations must adapt the right mindset and use the proper platforms and digital tools. Solutions like Salesforce Customer 360 help companies unlock the holistic power of Salesforce and user data to personalize customer engagement and improve the employee experience by implementing AI and automation. Introducing such advanced capabilities provides a tailored engagement for each customer interaction and a greater connectedness to your brand.
Leading businesses need to move beyond the traditional service center model and embed service when and where it’s needed.
If customers submit requests over the phone, they should be able to track the progress online, ensuring a modern omnichannel experience keeps them satisfied. When these improvements are made across the entire customer journey — from case submission to resolution — you’ll realize value in areas like customer retention, case resolution times and employee satisfaction.
After all, customers are more willing than ever to turn to your competitors after just one poor interaction. The bar has been raised, and your service organization will make or break your ability to grow revenue, market share and customer loyalty. It’s time to drive revenue from your contact center by modernizing support, revolutionizing field service, and blurring the lines between sales, service and marketing. Unlock benefits like increased retention, stronger cross-sell and upsell opportunities and streamlined service processes by combining the power of Salesforce and IBM to transform your contact center into a source of significant revenue.