A quick Google search reveals that there is much talk about how to integrate the growing range of customer contact channels, but scant attention is paid to incorporating contact centres into other parts of an organisation. Traditionally they’ve sat in organisational silos, outside of the headquarters of a company, or when they are outsourced they can become like a remote island.
Customers know and sense when a contact or service centre is well-integrated into a business, and they absolutely know when they have had a good experience or a bad one. There is no room for error. Download the whitepaper to find out how strategic decision making stands to gain from contact centre insight.