Be the first to like this
In today’s flatter, more global environment, price and product are no longer enough to keep the connected consumer loyal to a brand. New value has been placed on customer–facing initiatives like service, engagement, and experience.
While the contact center has always been an important interface between companies and customers, it’s now more valuable than ever, as enterprises are competing on, and differentiating themselves by the customer experience they provide. An increasing number of multinational organizations are trying to ensure positive service experiences and strengthen customer engagement by launching multi-site support centers – literally to get closer to their customers.
In this whitepaper we will show how one global automotive manufacturer successfully developed and deployed their multi-site contact center strategy with HP as their outsourced partner, and describe eight key recommendations for multi-site management success.