Your customers have expressed an overwhelming desire to get in touch with your company in more ways than one. They want to use email, chat, online platforms and social media. Your old voice contact centre just won’t cut it anymore, but who makes the call when it comes to upgrading your systems to provide this?
Traditionally, IT professionals made the call when it came to software and hardware purchases. This was especially true when those purchases remained in the IT department. Technology has developed to the point where its influence is directly felt by customers, thus having an impact on the bottom line.