In the past, organizations saw customer service as its own separate entity. If contact center agents treated customers well, they reasoned customer satisfaction would go up. But if you looked at the highest-performing businesses in the world today, you’ll notice that customer satisfaction goes beyond frontline contact center agents. Modern-day organizations are starting to realize that in order to be a customercentric organization, you need to focus on employees first.
In this eBook, we’ll look at how to understand the communication challenges faced by both employees and customers, and how the right tools can help build lifelong customer relationships.