Lay the foundation of contact centers of the future that hyper-personalize customer service with empowered agents and cutting-edge technology
Customer experience drives competitive differentiation, and customer support is a key component of this experience. However, in a world accustomed to instant gratification, the gap between customer expectations and customer support is widening. Only 1 in 5 customers are satisfied with the service they receive from support contact centers.
Customers want first-call resolution, hyper-personalized service, and a frictionless omnichannel experience. However, the unavailability of skilled agents, lengthy training needs, and lack of the right tools and technology for agent productivity prevent the organization from delivering on these expectations.
To bridge this gap and deliver the experience that customers want when they reach out to support, companies need to rethink their approach to contact centers. In this whitepaper, we’ll discuss:
- The five key pillars of contact centers of the future
- The main reasons why companies are unable to move forward on this journey
- The SLK approach to future-proof contact centers with strategy, technology, and governance
- The 6-step framework for on-ground contact center transformation
Download the whitepaper to understand how intelligent automation can drive improved contact center outcomes.