|Customers are the lifeblood of any organization, thus companies of almost every size have a formal Contact Center or Call Center to manage customer interactions and provide a consistent positive customer experience in the most cost effective manner possible. These Contact Centers need appropriate tools to connect customers to the agent who can best help them, manage agent productivity and provide agents with the information they need to provide the best possible customer service. Worldwide, a $10B industry has grown around this need.
However, customers reach out to companies in different ways and across different teams: accounting for billing questions, Sales/Professional Services for deployments, and there are even internal customer interactions like a help desk. Customers need to work with different groups, and they see your organization as a single entity – they expect consistency and they expect the most efficient and appropriate interaction possible.
Each of these groups needs tools that are appropriate to their needs and have the sort of light touch approach that makes it practical to use these tools. With the advent of the cloud, these groups can now have tools that are appropriate to their needs, with simple call routing or team sharing capabilities to provide the right level of service make a product deployment as smooth and painless as possible.
Join Max Ball from RingCentral as he discusses the different the touchpoints that companies have for customer engagement and what sort of tools it takes to make all of these interactions efficient, controlled and positive for the customer.