Knowledge - Insights: White Papers

Increasingly, it’s not the products or services that differentiate a company to its customers, but the quality and consistency of the customer experiences it delivers. This helps explain why a significant majority of companies compete primarily on the basis of customer experience.

In order to provide customers with consistent service experiences across each of the channels they use, it’s critical for contact centre supervisors to be able to capture and understand customer interactions and have the ability to route customers to agents with specific skills that are best suited to assist with customers’ individual needs.

Delivering consistent service experiences is also a prerequisite for executing on business objectives.

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