Transformation is defined as “a marked change in form, nature, or appearance; a process by which one figure, expression or function is converted into another.” Businesses are realizing that their approach to customer service and customer engagement needs to be transformed – and in some cases even overhauled – in order to come close to meeting customer expectations.
We see it every day. Customer expectations are driving significant changes in how contact centers’ operate in their approach to customer interactions. For years businesses have been focused only on voice interactions and how best to optimize them with speech applications. Customers now demand a more flexible encounter – one that allows them to select a channel of their choice (chat, SMS, voice, mobile, visual IVR) to interact with a business. Today’s contact center technology is focused on delivering an omnichannel, friction-less, personalized and seamless interaction. Transformation of how customers connect with your business is no longer a choice, it is an immediate call to action to understand what is required to deliver the best customer experience possible.
Transformation is happening at all levels and re-imagining how customer service should and can be is exactly where Waterfield Technologies is focused. There is no better time to make this change than now. Even Waterfield is taking this transformation journey with you. Recently we launched a newly refreshed and revived website that presents the depth of our products and services wrapped within the extensive legacy of contact center expertise that can help you transform your contact center.
Let us help you define your road to transformation and uncover the opportunities within your contact center where a change will lead to big customer impacts. Empowering customers through personalized self-service, omnichannel interactions and collaborative solutions are great ways to start creating a new customer journey. We will help uncover the possibilities that not only drive increased customer loyalty but will also reduce operational costs.