Elevating CX: Request to Resolution
In today’s competitive environment, providing excellent customer service is a key
differentiator. And today’s customer expectations go far beyond what traditional
customer relationship management (CRM) systems deliver.
The volume of service requests across multiple, disjointed engagement channels is growing. At the same time, agents are hindered by disconnected systems and manual processes, with no way to address the root cause of the issues they see day after day. Despite this, there is pressure to reduce operational costs.
To provide an effortless, high-quality experience, a new approach is needed, one that moves beyond simply managing customer contacts and individual interactions. The modern customer service organization must connect to every corner of the enterprise, working across the entire company to diagnose, fix, and even prevent issues.