Few would argue that the customer journey supports the business strategically and directly impacts revenue. The contact center is the customer’s central lifeline to your brand, and if you don’t deliver a premier customer journey through your contact center, they’ll drop you like a New Year’s resolution. In fact, a third of customers would stop doing business with a brand they loved after just one poor experience.

On the flip side, your contact center agents have the opportunity to increase customer lifetime value (CLV) and encourage organic growth from the net effect of every interaction. In this pandemic-challenged day and age, beyond your website, the contact center may be the only touchpoint a customer ever has with your brand.

Whether you’re an insurance firm providing a coverage quote, a retailer helping a customer complete a purchase, or a utility company quelling a customer’s technical issue that has them teetering on the precipice of dropping service, the contact center agents who address customer issues have the power to impact revenue and brand loyalty.

As such, executives should consider their contact center to be a long-term, revenue-generating, sustainable investment in the current and future growth of their organization.

Tune in to more contact center videos:
The Contact Center Evolution: Omnichannel vs. Channelless -    • The Contact Center Evolution: Omnicha...  

Maximizing Your Contact Center Budget Through CCaaS -    • Maximizing Your Contact Center Budget...  

Why Migrating Your Call Center to the Cloud Is Imperative -    • Why Migrating Your Call Center to the...  

Learn more about CxEngage - The Human-centric Contact Center - https://www.lifesize.com/cxengage​