Delivering the Service Customers Expect When the Unexpected Happens
Sometimes we can foresee disruptive events, but often they are unpredictable. The COVID-19 pandemic has reinforced the importance of having the right technology in place so that even if organizations can’t predict every possible disaster, they can still plan for unexpected changes so you can quickly react with agility. For contact centers, this means having a robust, unified cloud-based platform that protects your ability to deliver exceptional customer service even in times of crisis. A platform that provides:
Outbound dialers so you can proactively send out messages, emails, and text messages to keep customers informed and reduce your inbound volumes. Self-service functionality, such as IVR and call back abilities, that are easy to configure and update. Digital channels, including email and chatbots, that can be implemented quickly so you can alleviate the requirement for live agent interactions.
Full article: https://www.niceincontact.com/blog/delivering-the-service-customers-expect-when-the-unexpected-happens
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