Customer Experience HAPPENS in the Contact Center
Today’s smart organizations understand that the contact center is a strategic asset for delivering customer experiences that will grow the business. Bottom line, what happens in the contact center can either build stronger customer relationships and ultimately advocacy, or those contact center experiences can break down or even destroy relationships. To be successful, every person, process and technology within your organization needs to be aligned with the reality that the contact center is possibly the most critical tool you have for delivering exceptional customer experiences.
Don’t Leave Customer Experience to Chance
As contact centers have become more complex and customers more demanding, your customer-facing employees—regardless of experience or knowledge—are expected to deliver personalized, positive experiences in every customer interaction. Yet complex processes, silos of knowledge, multiple communication channels and a host of disparate, disconnected applications often result in sluggish and ineffective service in the contact center. What’s needed is a way to bring your Customer Experience Management (CEM) strategy to life—a realistic, operational model that grows your business while improving operational results.
Cincom Synchrony provides real-time, intelligent guidance to lead agents through even the most complex interactions. It removes and automates the mundane tasks so that agents can focus on the areas that are most valuable to the customer and the organization. Learn more about Intelligent Agent Guidance.
Complexity at the Desktop Can Impede Your Customer Experience Strategy
Another fundamental obstacle to delivering exceptional experiences is complexity at the agent’s desktop. Multiple communication channels and a host of often disparate, disconnected applications can result in sluggish and ineffective service. Agents need a complete view of the customer as well as fingertip access to all of the resources and applications needed to effectively handle an interaction. The Synchrony agent desktop can organize and streamline these silos of information and fully coordinate with all other contact center functionality. This enables agents to deliver outstanding customer experiences, responding faster and with greater accuracy and consistency every time a customer picks up the phone, e-mails or chats. With Cincom Synchrony, you are one step closer to delivering the perfect experience for every customer, every time you interact. Ultimately this results in growing your business by creating loyal customers who become advocates for your business. Learn more about the Synchrony Unified Agent Desktop.