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Informed Engagements: 2019-20 Contact Center Information Flow Survey

Delivering superior customer experience will always be the differentiator that elevates organizations above the competition, but they must keep evolving to keep up with their customers’ preferences and requirements. This consists of supporting omnichannel approaches to serving customers – and today’s contact centers are on the cutting edge of this revolution. The challenge is for agents and representatives to have, at the fingertips, the information they need – whether if they’re engaging customers by phone call, email, online chats, social media, or any other mode of communicating. Moreover, the necessity to provide employees a centralized location to answer customer questions, access call scripts and follow troubleshooting procedures and guidance is ever more critical to ensure a consistency.