In the times where customers’ only real option to shop was in-store, organizations had a much easier time connecting and establishing relationships with customers. Similarly, in the times where customers preferred to call in to businesses rather than visit their online portals, live associates communicate with a customer and are able to answer any questions at the ready and deliver results when they matter most. These conversations, both in-store and over the phone, are significant points of contention when considering the battle for customer loyalty. As more and more businesses strive to acquire this loyalty, they are more in tune with what their customers want and can adjust accordingly when not meeting these expectations. For more information on how customer experience is molded, such as through call center management, please see the resource featured alongside this post.
5 Ways Contact Centers Must Evolve To Deliver Great CX from Conduent, a company specializing in cx transformation
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