The Latest Trends and Thought Leadership for Contact Centers

Companies are moving forward in 2022 with executives largely optimistic about the potential for revenue growth. Customer experience is top of mind as CEOs chart their course for the upcoming months and years.

Customer experience management (CXM) is one of the most important practices that a company implements in their contact center. In today’s market, customers rarely base their loyalty on product or price. Instead, they stay loyal to companies based on their experiences.

Sure, the formula for a loyal customer base is complicated, but have you ever had an experience that just made life easier? If you have, you know that these simple, straightforward, and most importantly painless experiences are the most memorable. Services and products are great, and all, but experience is what pays loyalty dividends. In the retail customer service world, experience is the strategy.

If there is one lesson that businesses can take from the past two years, it is that things can change quickly. Contact centers, despite a reputation for being change-resistant, have demonstrated a remarkable resilience and flexibility navigating through rapidly shifting consumer behaviors, skyrocketing call volumes, and severe labor shortages.

With brick-and-mortar retailers continuing their shift towards ecommerce and digital interactions, the contact center has become the most prevalent customer touchpoint and the de facto face of many retail brands. By not utilizing the latest generation of contact center solutions – with purpose-built capabilities including practical AI and Machine Learning applications – to create a cohesive brand presence, customer journey, and agent experience, many retailers are overlooking a massive opportunity.

How are you currently building brand loyalty for your contact center? A strong, loyal base wouldn’t be fazed by your competition, boosting your customer retention rates. In fact, sixty-seven percent of customers say that they must trust the company behind the product, otherwise they’d go elsewhere. It is easy to see why every business should have effective brand loyalty building strategies: to keep your customers and scale your company.