"Every day we’re saying: How can we keep the customer happy?
How can we get ahead in innovation by doing this?
because if we don’t, somebody else will."
— Bill Gates
The rise of cloud-based contact centers has been nothing short of meteoric. Besides the inherent ability to scale on demand, distributed, cloud-based customer service teams have been proven to be more productive and cost effective.
Add the Power of Voice to Your CRM: Microsoft Dynamics CRM and LiveOps Implementation
That's the reason Definity First created the ebook How to Optimize Contact Center Costs, where you will find out the basics of integrating LiveOps and Microsoft Dynamics CRM and actionable advice for increasing the efficiency of your contact center. In this blog post, I'm going to introduce you to the first chapter: The importance of an efficient customer service department.
Creating a great customer experience is a key ingredient to the success of any business.
Time and again, business pundits have confidently predicted the end of customer service departments, pointing enthusiastically to the Internet and a new “touch-less” paradigm in the digital age. While these predictions have proven to be largely fiction, technology has changed the very fabric of traditional customer service centers. In fact, the meteoric rise of multichannel, multi-device consumer demand has decidedly increased the importance of efficient customer service departments.
We’ve identified five trends that are working in sync to bring customer service to the strategic forefront and dramatically increasing their impact on the bottom line:
- Customer service departments are being called upon to fuel growth.
- Customer experience is becoming a stronger brand differentiation force.
- A connected world means a business needs to increase their capabilities in infrastructure and analytics to remain competitive.
- The need for cross-channel integration continues to grow.
- Continuous, incremental improvement methodologies are becoming the “new normal”.
The customer experience is becoming a key differentiator in many markets, particularly in highly competitive industries such as banking and insurance. As the web is pushing comparative pricing research to the point of effortlessness, businesses are looking for ways to establish and nurture their brand and effectively manage the customer experience that fuels the brand promise.
In North America, a recent Gallup poll demonstrated that consumers rate the speed of problem resolution as their most important factor when choosing a brand. Still, when it comes to customer service, businesses today are generally not faring well. Overall satisfaction with major consumer brands is at an all-time low, according to a recent survey by J.D. Power and Associates.
In particular, consumers are frustrated with web-based self-service solutions and the quality aspects of contact center performance. Still, the contact center has become a dominant influence on a brand’s customer experience. Contact centers are fundamental to executing service-based and price-sensitive strategies to increase sales, loyalty, and retention.
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