Unified Agent Desktop - Glue For Delivering Great Customer Experience

SINGAPORE - Feb. 2, 2016 - PRLog -- Frost & Sullivan believes that contact centers have a tremendous opportunity to move from a cost focus to a value-add focus; from merely satisfying consumers to creating delighted brand advocates and loyal customers. The goal is to get organizations to make customer service and contact centers more strategic to the enterprise’s core business.

It Pays to Deliver Good Customer Experience

The massive number of customer interactions across multiple channels offers contact centers huge opportunities to dramatically reduce costs and enhance customer satisfaction. Over 60 percent of customers reveal that they use multiple communication channels and touchpoints to contact an organization. However, the same customers expect a consistent, integrated and seamless customer experience across all channels. Respondents are also likely to spend more with companies that can deliver a consistent experience.

With soaring customer expectations, an organization’s commitment to engaging customers and enhancing their experience is pivotal. In many recent studies, researchers have been able to establish a direct correlation between customer service and business growth. In fact, customer experience has been identified as the single most important factor for customers in determining the choice of their primary service provider, whether it is a bank, telecom service provider, insurer or retail outlet. In short, customers that have a good customer experience are prepared to spend more with an organization.

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