Managing the Customer Experience
How to maximise the lifetime value for
your most precious asset
Transform your contact centre
Building a best
Award by Frost &
Avaya gets 2012 EMEA Inbound
Contact Routing Systems Market
Share Leadership Award
- Changing demographics: New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate.
- New communications modes: Consumers are rapidly adopting new access methods (web self service), different media types (IM, web chat), and new devices (smart phones).
- More risks to customer service: Consumers are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media.