Imagine entering a room full of strangers intending to interact with them. What if you are coming to buy, return, complain, or ask for help? What if one of the strangers turns out to know you well, is super quick with responses and addresses all your queries without a hitch. The experience is bound to be indelible – one that will have a lasting impression long after the interaction is over.
The famous poet and civil rights activist Maya Angelou, once said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Nowhere is this more applicable today than in contact centers where customers expect hyper-personalized services and experiences that are meaningful. Increased competition and changing customer behaviors are constantly creating new ground rules for businesses. These factors have bought aspects like customer engagement and loyalty at the center stage as new currencies that are poised to drive future growth for organizations across industries.