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Technology: A Must in Contact Centers, Says Altitude Software

By Mini Swamy
TMCnet Contributor

Is the customer really king? Does customer satisfaction get the priority it deserves? These questions will forever remain partly unanswered because companies and businesses profess that they always put the customer first- this unfortunately doesn’t appear to be so.

Altitude Software (News - Alert), which claims to support contact centers in their quest to offer better customer care, emphasized the fact that customer satisfaction indexes haven’t really improved very much over time for most industries over the last 10 years, and released a whitepaper that might help organizations understand the paradigm shifts in customer behavior.

Titled ‘Seven Customer Contact Trends Through 2015’, the whitepaper talks of the technology-enabled changes that need to be incorporated so that they can help companies improve a contact center’s ability to better serve customers and improve business.

Surveys and research available for major markets worldwide clearly indicate a large gap between a really satisfied customer and what is actually dished out in the name of customer satisfaction. The whitepaper aims to rectify that.

“The art of customer satisfaction has not become any easier to master in the past decade,” said Miguel Lopes, executive marketing vice president at Altitude Software.

So, what role does technology play in a contact center that thrives on personal interaction and building of interpersonal relationships? Altitude software believes that technology continually disrupts the way companies relate to customers, who are growing more powerful every day.

Altitude Software’s 20 years of managing dynamic contact centers independently of platforms, ability to handle all customer interactions, unify all touch points throughout the organization by leveraging technology, has given rise to the perspective that technology empowers the contact center floor.

So does this mean that technology is a substitute for personalization? Technology augments contact center processes, it helps to have it around.

Edited by Brooke Neuman

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