Customer service has never been more important to the success or failure of a business.
Where customer service used to be a cursory addition to a product or service, it has evolved into the series of customer interactions that can ultimately make or break a company.
The modern customer service department, from field reps to managers, needs the right tools to help them keep up with the rapidly changing responsibilities and expectations placed on them. This is where Customer Engagement Centers come in.
The concept of a Customer Engagement Center has developed from the standard call center of several decades ago, to now include multiple channels where customers can engage with companies. The goal of a CEC is to provide customer service and support in every channel, by implementing various technologies and business applications.
So what exactly should you be looking for when you're thinking about implementing a customer engagement center? We've put together a quick checklist of the features and capabilities you should look for when considering a CEC:
For even more information about planning and implementing a Customer Engagement Center of your own, download the free e-book below: