Essential Guide

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Editor's note

The telephone used to be the primary device to connect companies with customers. If a problem arose with a product or service, a customer often picked up the phone to get the issue resolved. As new communication technologies become available, it's imperative for companies to broaden their capabilities.

In today's high-touch, constantly connected world where information spreads instantaneously, the term call center is limiting. Many companies have replaced theirs with a contact center, where agents must adapt to new technologies and communication channels that extend beyond the phone. Companies need to service customers regardless of the communication method they use, including voice, text, email, live chat, the company website or social media.

This guide examines the upgrades and strategies contact centers need to navigate this challenging terrain. Whether it's a new infrastructure or a plan for integrating multichannel CRM or just making sure your customers have the best possible experience when interacting with you, taking steps to create a modern contact center is essential for surviving in today's business world.

1Customer experience and modern contact centers

The customer experience is paramount to the objectives of any modern contact center. Customers come to contact centers through many different channels but seeking one thing: quick, positive solutions to their problems. A negative experience can have far-reaching repercussions in today's interconnected world, where a single social post can go viral instantly and hurt a company's brand. Automation, hosted contact centers and practices to keep employees engaged can all have different impacts, positive or negative, on the customer experience.