Don’t Drive Them Away! Call Center Software Makes for Easy Customer Journeys
Could your call center software be driving away business? If you’re like a lot of businesses, it might be time to walk a mile in your customers’ shoes. Surprisingly few businesses collect enough information to understand their own customer-service mazes, let alone make them better, according to data compiled by the International Call Center Management Institute (ICMI).
In contrast, companies taking their customers on an easier “journey” to get the information or outcome the customer is seeking, have better—and often more profitable—customer relationships. Mapping their journey and using great cloud-based call center software such as 8x8 Virtual Contact Center can help in creating a customer base that’s loyal, happy and profitable.