Over the past few years, the contact center has emerged as the essential component of the Customer Relationship Management (CRM) strategy now widespread among companies. More than ever, U.S. consumers are expecting more value from the products and services being offered and are quickly adopting the communication channels made possible by advances in telecommunications and the Internet. With the growing preference for e-mail communication and inquiries through company websites, management of customer relationships is evolving into an electronic or e-CRM model where contacts by phone is only one of many options.
Companies are quickly learning that service is the key to attracting and maintaining customers, which leads to increased business and revenue. Contact centers are now considered as profit centers, and it can spell the difference between being in business and becoming bankrupt. Having an excellent contact center is an important strategic asset that will not only improve a company’s image, but also improve customer relationships. Through the contact center, companies learn about their clients, and with that knowledge learn how to serve them better, leading to an improved bottom line.
source: www.onepacifica.com
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