The contact center used to be a simple cost center. Capture incoming communication and resolve it fast and with minimal cost. Then came the Internet revolution, and consumers were handed an enormous amount of power in the public sphere.
Too many poor contact center experiences results in consumer-led backlash, and a tanking brand image. But the opposite experience: a useful, pleasant (and dare we say, enjoyable?) contact center experience can create loyalty, win back even the most upset consumer, and become a sustainable competitive advantage.
Modern times call for modern solutions
The key acronym is CCaaS: Contact Center as a Service.
No longer purely a physical building with several phone lines, the modern contact center is a hybrid of brick and mortar and cloud technology.
It enables omnichannel mastery: seamlessly meeting consumers where they want to speak, be it Twitter, instant message, the phone, or email.
There are tools and databases and smart systems that make the agent’s life better, which in turn leads to more pleasant conversations, lowers turnover, and attracts talent.
CCaaS is ever evolving—built to be upgraded in hours versus weeks. Ready to take on and adapt to whatever crazy new communication trend emerges in 2029.
Every moment that goes by that you don’t use a CCaaS solution puts you further behind those that do. This gap is only accelerating as technology continues to iterate at an exponential speed.
We’re here to help, and to make the transition to CCaaS downright bearable.