Contact centers are navigating through tides of change, and the customer is at the helm. Never before have customer experience demands so greatly influenced how companies engage with consumers. Here are five ways that contact center managers consider customer experience in their operations. They:

  1. Meet customers wherever customers are. 
  2. Route customers where they need to be routed, ASAP. 
  3. Measure success by customer service. 
  4. Work with other parts of the company to improve the customer experience. 
  5. Analyze customer interactions, and then act. 

These are just five ways that customer experience is changing the contact center industry, and the revolution isn’t over. For a more in depth look at these examples, check out our Networking Exchange Blog for the complete post.