The Evolving Customer Contact Center – 5 Operational Imperatives

Long-term business success depends on more than the value and performance of your product or service. It also relies on your organization’s customer experience (CX).
In fact, some argue that CX is more important. Afterall, a stellar CX can influence customer loyalty, increase their spend, and even make up for less-thanperfect product performance.
No matter what business you’re in, the moments your customers choose to interact with you are often when they have urgent needs or concerns. They may be reporting a lost or stolen credit card, choosing between family healthcare plans, setting up their teenager’s first smartphone, or even calling from the scene of a car accident. These are important opportunities to provide outstanding customer service — and you may have just one chance to help them make things right.