A Meet the Boss roundtable brought to you by Cisco
In this age of enhanced customer experience, more and more organizations are recognizing the importance of a proper contact center as part of the equation – and with good reason. A recent HubSpot report showed 90% of customers with customer service questions say immediate responses are “important” or “very Important.” Furthermore, a recent Cisco survey of over 2,000 consumers showed that 75% of consumers see good customer experience as a reason to be a repeat customer with a business, making it just as important a factor as price (76%). And these statistics are not mutually exclusive.
When a customer has a question or needs assistance, the last thing they want is to be put on hold. If enough time passes, some will become frustrated and simply hang up while others grow weary. Either way, call wait time will undoubtedly influence their customer experience.
As more and more organizations invest in ways to compete in this “experience economy,” the contact center and, moreover, Communications Platform as a Service (CPaaS) solutions are fast becoming imperatives. But investing is just the first step, as there are key elements needed to deliver and compete. So, what are they? And how will it help you better connect with your customers?
Join Cisco and a select panel of industry executives as we discuss the current state of your contact center, how a CPaaS solution can extend your contact center capabilities, and what it takes to make the future contact center a reality today.