closing the customer engagement gap - Verint - Ebook CoverA New Approach to Ensuring Effective Resources

In the near future, contact center agents will still work from home. People will still buy online and expect curbside pickup from retail stores. For simple or routine issues, many customers move past a phone call to chat, messaging, email or choose to work with an automated self-service persona. So what’s wrong with this picture?

The problem is uncertainty for the organization that needs to respond. Customer service is the art of matching sales or service resources to customer needs. But if the needs keep shifting you can’t plan for the long term. Customer experience is an essential differentiator for organizations, but operating at a high level requires new tools and processes to close the gap between what customers expect and what businesses can provide.

Read the eBook and learn how to manage customer experience and close the engagement gap.