Enabling the Agile Contact Center: Dynamic Customer Service Made Possible With Cloud-based CCI Solutions
A foundational element for delivering excellence in customer service operations starts with a well thought out service process. Surprisingly, few companies have really developed a company-wide targeted customer experience across the customer lifecycle, which is then translated to a company-wide customer service strategy and process. However, most companies do have customer service strategies and processes at the functional level e.g. help desks, customer service lines, sales support and such. Quite often the contact center is at the epicenter of customer service delivery and therefore a focus of this whitepaper. This paper will also focus on the need for customer service Agility!