The changing face of customer interaction
The way in which companies deliver customer service is changing. Gone are the days of face-to-face customer interaction during normal opening hours. Instead, the rise of web, mobile, social media and the Internet of Things (IoT) means customers expect always-on, omnichannel interaction, on demand – and if they don’t get it, they are more than happy to let the world know in a matter of seconds.
The challenge of this changing face of customer interaction has made it increasingly difficult for companies to deliver the levels of service their customers expect – especially when a heightened competitive landscape makes cost reduction, flexibility, time to market and efficiency imperative.