TeleTech Holdings, Inc. (NASDAQ: TTEC) has released a new e-book on the transformation happening within the contact center. companies are beginning to make a conscious effort to understand why their customers are contacting them, inspiring them to rethink how they operate, the company said.
Often contact centers are judged on how efficiently they operate, making operational performance the top priority. As they look to speed and process improvements, they often are overlooking many opportunities to enhance the customer experience, that ironically might also reduce costs.
Tools and insights to gain real-time customer feedback are readily available for companies that are willing to take the time and allocate resources to better understand the “why” behind the “what” happening in their contact centers. The e-book, Ask Why: The Secret to Turbocharging Contact Center Performance, teaches contact center professionals:
TeleTech provides customer experience, engagement and growth solutions. Founded in 1982, the company helps its clients acquire, retain and grow profitable customer relationships.