If you want to accelerate profitability and growth, improving customer service may help. Customer service is key to building brand equity and brand equity is key for achieving profitability and growth. Therefore, a business can often achieve greater success by offering superior service.
Many customer service functions are handled by a customer service center -- sometimes referred to as the call center or contact center. Here, specially trained employees use specialized tools to deliver services. However, if employees use outdated tools then customer service can suffer. As a result, moving from an older call center to a modern contact center may be the easiest way to give agents the tools they need to deliver great service.
If you need to modernize an older call center, consider the following:
- Examine the breadth and depth of available customer service capabilities
- Look for an “all-in-one” customer service contact center where applications are built, integrated and supported by a single provider
- Use trusted, independent sources to verify a provider’s leadership and ability to deliver
“We’re huge on service, so we knew we needed a partner and technology that would take us to that next level. And that certainly is what NICE inContact has done for us.”
Dora Castro City Liaison
Admin Athens Services