Seventy-eight percent of service agents find it difficult to balance speed and quality. And with 48% of customers switching brands for better service, the pressure is on for businesses to solve that challenge.
Since the contact centre is the epicentre of so many of your customers’ service interactions, it’s a great place to start. But how do you take your contact centre operations to the next level?
Thankfully, having the right mix of channels and technology will reduce complexity and maximise your contact centre’s effectiveness.
Our new guide, powered by Salesforce’s largest State of Service survey to date, shares how you can improve customer satisfaction, boost efficiency, and lower costs in the contact centre by:
- Connecting data for a more complete view of the customer
- Empowering customers to find answers on their own through self-service
- Personalising every conversation to build customer loyalty