Engagement Hubs Put Customers at the Center
Customer engagement hubs (CEHs) have become increasingly popular for a simple reason: They centralize all customer interactions in a single, simplified customer experience, enabling synchronization across sales, marketing, and other departments to optimally engage patrons.
Put another way, a well-planned and -executed CEH is meant to make your old-fashioned contact center obsolete.
To read more, go to the article originally published in destination CRM.
Agents like helping customers. Happy customers buy more and require less service. It is a simple equation that too few companies recognize. A myopic focus on servicing cost creates a reverse incentive for customers, agents, and business partners to select alternate providers for their products and services.
Artificial intelligence (AI) solutions are transforming customers’ expectations of what constitutes exceptional service. A well-executed AI experience increases convenience for customers. However, a clunky or poorly orchestrated solution can actually increase customers’ frustration when interacting with your brand.