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Contact center infrastructure: It’s time to assess your tools and technology


Lauren Kindzierski, Vice President of Customer Experience Marketing at HGS, gives her insights on how contact centers can effectively implement channels such as voice and text/SMS.

Lauren Kindzierski
Destination CRM

Article originally published on Destination CRM
Written by Erik J. Martin

If the coronavirus crisis taught us anything, it’s that contact centers are in greater demand than ever before, with resources spread thin.

Problem is, many companies cannot satisfy the increased push for customer interactions via phone, text, chat, video, social media, or other channels. The common culprit is insufficient technologies and infrastructure, which can limit companies’ ability to communicate efficiently with customers and respond punctually to their queries, complaints, and requests.

The experts agree: It’s time to take stock of your contact center’s technological capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Joseph Ansanelli, cofounder and CEO of customer service technology provider Gladly, says contact centers were originally designed to field calls from customers who had questions or post-sale issues. But the rise of e-commerce has dramatically changed their role.

“Service teams are now engaging with customers on digital channels throughout their life cycle, advising and helping to complete purchases in addition to providing post-sale service,” he says. “In addition, customers have come to expect that they can engage with a company on many channels—voice, chat, SMS, social, and email.”

But contact center platforms weren’t designed for this era.

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