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Customers have long tolerated the effort required to repeat personal information to service agents when they need to get issues resolved. Yet, expectations are rapidly changing. With the advent of the internet and smart devices, we are more connected to the rest of the world than ever before. Instant access to information, goods and services has changed our perception of what is and is not acceptable. This includes how we engage with the companies that provide us with those goods and services. Help desks: who among us, in this digital age, has never had to use one? These software-specific IT-world customer service entities have come a long way from the days of clicking to send an email into what often felt like a black hole of help me! desperation. Now, a more user-friendly trend has taken over, and companies would do well to get into the flow. Most customers - if not all - have had at least a few customer support fiascos during their life. They're hard to forget: they involve multiple calls and contacts to a company that can't seem to find any answers, or offers conflicting information. Snippy customer support personnel put the call on hold repeatedly, transfer it multiple times and still can't find an answer. Retailers ship the wrong products, or provide defective products and make it difficult to get a return or resolution. While it's not news to customers that a majority of organizations don't get it when it comes to customer service, it may be news to the companies themselves. After all, they've invested money in customer support software, they've hired teams of agents and hand-picked a manager. They've even included the fact that customer service is their number one priority in all their marketing materials. But customers are still complaining. So what gives? In today's working environment several factors are paramount to a contact center's success and one way to ensure that customer demand is met with a resolution is the cloud. The customer experience is a phrase tossed about quite a bit in the enterprise lexicon, primarily in contact centers where customer retention and satisfaction is the name of the game. With customer expectations of 24/7/365 exceptional service, a cloud contact center offers a means to modernize, implement omni-channel engagement, adjust/manage services when needed and improve the overall customer experience.
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