Understanding the Future of the Customer Conversation

CallScripter team is back in the UK after an exciting trip to the US and a well-organised and inspiring three days with Genesys in Seattle.

At this year’s partner event, the focus was on finding best practices on how to ‘Save the World from Bad Customer Service’ and creating new interesting conversations via a mobile platform, web chats, social networks and traditional communications channels. We’ve learnt the importance of engaging with the customer emotionally and proactively and make the communications process effortless by helping the consumer across channels, devices and time.

Today’s consumers demand a 360-degree approach from us as well as interaction simplicity, hence why it is vital for modern contact centres to invest in an interactive and multi-channel solution to deliver excellent customer service and support and increase customer loyalty.