Beyond the Screen-pop to Modern Customer Experience.
Customer interactions with businesses are undergoing a digital transformation. To keep up with this evolution, contact centers must go beyond basic CRM and telephony connectivity, to provide a modern customer experience.
Today, when a customer needs service, they typically try three to four self-service channels before contacting support by phone. Customers are more educated than ever and they have distinct channel preferences. Contact centers must be able to pinpoint customer journeys and ensure their agents act as ambassadors. Communication across voice, chat, social media and web should be seamless and should support the company's brand and values.
We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights:
- The road to digital transformation in a contact center
- Personalization as the key to a successful customer journey
- Modernizing contact centers without costly upgrades
- Customer examples from Citrix and United Wholesale Mortgage
To learn more about digital transformation through next-generation computer telephony integration (CTI), download the white paper today.