Evolving the Call Center in an Omnichannel World

ATLANTA - Dec. 5, 2014 - PRLog -- Dec. 5, 2014, ATLANTA – North Highland (http://www.northhighland.com/), a global management consultancy, together with Sparks Grove (http://www.sparksgrove.com/), its marketing strategy division, have identified six key trends that are critical to shifting today’s traditional call center to a proactive, responsive customer relationship center. “Shifting from Call Center to Customer Relationship Center (http://www.northhighland.com/-/media/Files/NH/White%20Papers/WP_Shifting_Call_Center_to_Relationship_Center.pdf),” a new whitepaper from North Highland and Sparks Grove, addresses the need for organizations to rethink all channels through which they connect with customers to deliver the interactive, multi-faceted customer-driven experience that their customers expect.

In addition to identifying these trends, the whitepaper also discusses the role technology plays in the new era of customer relationship management, noting a wide-range of technologies, such as live-chat systems, voice analysis and social media monitoring, that should be part of a customer relationship center’s operations.

“At North Highland, we combine the deep expertise of our consultants and knowledge in customer relationship center design with customer experience experts from Sparks Grove to deliver improvements that help our clients make the jump from call center of yesterday to customer relationship center of tomorrow,” said Jenny Strange, principal at North Highland.

For more information on North Highland’s and Sparks Grove’s expertise in customer care and customer experience, and to read the full whitepaper, visit www.northhighland.com.