But there is always room for improvement. The contact center is a valuable ‘antenna’ towards the market. 5 tips for marketers to make the most of it.Many companies choose to ‘automate simple customer contact’. The argument given for this is that employees of flesh and blood are then available for the ‘more complex conversations’. In practice, before his or her problem ends up in the ‘complex’ box, the customer still has to go through processes Cambodia Phone Number and channels that the company has devised.
Contact center as a marketer
Think of the chatbot that is more prominent and more accessible than the telephone number and of the self-service pages in which you never see your question in the FAQs. All those digital things are very hip referred to Cambodia Phone Number as innovation and digital transformation. That does not mean that it will also be easier for the customer.
Other examples of this focus on technology are the creation of a universal agent desktop. This gives the employee all the relevant information in one place. But without a broader mandate, these complex problems will not get along. And what about ‘next best action’: using data to help the employee make the most suitable offer for up- and cross-selling. A good offer is only made when the customer calls. But has the company itself already casually and proactively inquired with the customer whether everything is still satisfactory?