POWERING CONNECTIONS AND BRINGING SIMPLICITY AND EASE TO THE CUSTOMER AND AGENT EXPERIENCE, TIP 1:

BUILDING YOUR BRAND VIA THE CONTACT CENTER

Check out more Customer Experience and Call Center Trends, Tips, News, and Announcements >

Videos in this Series

Tip 1: Building Your Brand via the Contact Center >

Tip 2: Increasing Customer Self-Service Usage Rates >

Tip 3: Handling Multiple Interactions Simultaneously >

Tip 4: Eliminating Mundane Tasks for Agents >

Tip 5: Optimizing the Efficiency of the Customer Interaction >

Tip 6: Tracking the Customer’s Journey >

Tip 7: Improving Customer Experience >

Tip 8: Providing Personalized Customer Experience >

Tip 9: Improving the Overall Customer Experience >

Transcription:

Kim Roper
Hi, my name is Kim Roper. I’ve been with Mitel for a little over 20 years. I’m now a contact center sales engineer. Well to be honest the contact center or customer experience center is the front door to your brand. So providing a memorable and very customer friendly experience on any media type. Knowing who your customers are, knowing what the requirements are before they actually get to the appropriate and correct individual. By doing that, you can route based on the customers phone number, could be collected digit in your account, leveraging CRM integrations can be as simple as a screen pop. Being able to pop up to know who that customer is, the last three or four interactions and being able to provide that experience. Analyst have actually stated that customers will buy and pay more for the customer experience.

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