Business is entering into the ‘age of the customer’. Expectations from consumers are rising, and as technology levels the playing field amongst many competing organisations, the level of service they can deliver will become the key differentiator.
2016 proves to be a pivotal year, defining the role of the contact centre in delivering an outstanding customer experience – those who align business objectives with the needs of the customer will be those who undoubtedly triumph.
For many decades, the contact centre industry transformed rapidly to reflect the needs, preferences and behaviours of customers – so what exactly does the industry look like today?
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