In the Drive Toward Customer Self-Service, Don’t Neglect the Call Center

Reducing call center costs is a top business issue for many of our clients, and together we’ve developed a number of solutions to encourage online self-service. But the call center isn’t about to disappear, so it makes good business sense to wring the most value from it.

As Bruce Temkin points out in his recent post, “Contact Centers Must Morph into Relationship Hubs,” by taking advantage of the latest data analytics and multi-channel communications technology, you can use your contact center to anticipate customers’ needs – creating a great customer experience and driving long-term loyalty.

How are you leveraging your call center to build on your existing customer communications, creating stronger, longer-lasting relationships? How do you plan to do so in the future? Please comment below.