Industry leaders collaborate to define the future
For years, contact centers have been plagued by well-intentioned agents with marginal training who spend their days in poor workspaces in front of dated technology providing a mediocre or worse customer experience.
NexxPhase, along with industry leaders Covation, Pipkins, VPI, and Knowlagent have launched an education campaign, backed by a cloud-based service and support offering, to show contact center operators how to fundamentally shift their operations and technology to stay ahead of the needs of end users. "Letting your customers dictate your product offerings is a sure path to disaster," said Dave Rocker, COO of Covation. "You have to define the future, then work tirelessly to make it happen. Our goal is to make the customer experience exceptional enough to turn merely 'satisfied' customers into evangelists and loyal supporters of your brand."
We all know the advantage of taking your contact center to the cloud; no capital expenditure, the most current hardware and software, the ability to rapidly deploy new apps and the ability to respond to change. In this first installment, we examine the technology platform requirements for a modern call center as it supports interacting with social media, using text messaging and chat to prevent a live call, new alternatives for voice self-service and of course, supporting live agents
According to Craig Mento, CEO at NexxPhase, " it's about providing a great customer experience at the lowest overall cost to serve. We've seen that you can't do today's business with yesterday's tools." Stephen Covey said that good people in a bad system give bad results. The world has changed; it's time to rethink every aspect of your contact center.
Click HERE to download our whitepaper (the first installment in the Islands of Excellence series), where industry leaders will share years of experience as operators, consultants and suppliers to some of the most advanced contact centers in the world to guide you toward building the ultimate modern contact center. Click HERE to view an archived version of the Webinar.
NexxPhase (http://www.nexxphase.com) helps companies shatter brick-walled customer channel siloes. The open, cloud-based NexxPhase Customer Engagement PlatformTM powers a SingleViewTM of each customer across all interaction channels and is packaged with commercial-grade contact center services in a customer-friendly, pay-for-use business model with no upfront fees or fixed minimum charges.