Building mutually satisfying, long-term relationships with customers has never been more important, nor, arguably, more challenging for businesses in both the private and public sectors.
As the marketplace becomes more competitive and customers’ expectations rise, businesses must be able to provide outstanding customer service by responding to enquiries swiftly, accurately and appropriately.
Customers want to get hold of the right person first time, to be given the information they need quickly and accurately. This means allowing customers to interact with businesses in the way that suits them best, whether it is via the web, by telephone, fax, email, SMS or in person, as demonstrated by Farrow & Ball’s recent order for a multi-media contact centre.
This, in turn, means that front-line staff must have real-time access to a whole raft of information; not only about products and service specifications, but also about the customer’s previous contact with the business. This is where a contact centre application integrated with a business telephone system comes into its own.
Contact centres ensure the right information is always available to customers and front-line staff.