The days of restricted opening hours and limited support channels are well and truly over. Customers expect interactions on their terms—their channel, their schedule, and their purpose. Modern consumers want to multitask: for example, being able to track down a lost package while on a conference call.
The traditional call centre is no longer the first point of contact for a growing number of individuals. By the time a consumer reaches out, they have likely already searched online for their issue, scrolled through support forums, and watched self-help videos on YouTube.
Modern contact centres are less about diagnosing problems and more about correctly routing complex issues to agents that are equipped to handle their calls. In this white paper, you will learn how you can implement the contact centre of the future in your organisation.