Customer service is the new face of organizations today.
The role of customer service agents has evolved. They have become the face of your company with more customer touchpoints than any other individual in your organization. Historically, agents dealt with primarily one inbound channel, the phone, but today they are faced with phone, web, email, social channels, and now their connected products. Today’s customer expects to be provided with a seamless end-to-end experience whether it is placing a new order, inquiring about the status of an existing order, or reporting an issue with one of your products. In addition, customers want self-service options to solve issues on their own, low wait times for customer service agents, and they expect resolution of issues on first call. 
Download PDF