From Call Center to Customer Relationship Center

The purpose of the call center has changed. It’s moved from being a pure customer support center to becoming a Customer Relationship Center. Forward-thinking, customer-centric companies like Zappos and Amazon have forever changed the expectations of customers and all companies must shift to meet these new expectations. Customers now expect to engage with companies when, where, and how they want to. This ranges from posting on Twitter with the expectation that someone from the company will reach out to them immediately or video chatting so they can visually show the person on the other end of the line the issue they’re having. They expect that when they call, the company representative immediately knows their name and the history of their interactions with the company. In this new interconnected world the Customer Relationship Center has a central role in the customer’s journey.
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