These days, businesses understand the importance of differentiating themselves from the competition by offering customer service that is second-to-none. This imperative is supported by recent research, which indicates that more than half of customers will take their business elsewhere following a negative experience.

When companies decide to enhance their customer service, decision makers are likely to look first at contact centers. Since contact centers serve as the human extension of brands, they are the primary interface with key targets and, therefore, of the utmost importance in retaining customers and improving relationships with them.