Service is a critical component of the overall customer experience. When done well it boasts a significant net revenue benefit through increased loyalty and retention, customer spend, and brand differentiation.

However, call centers frequently get regarded as archaic cost centers which no longer serve a purpose in transforming enterprises. Hence the emergence of so-called call center deflection. But we believe in call center reflection, where enterprises can use customer data with a behavioral context to discover the optimal path to conversion, retention, and profitability. This does not mean avoid the call center at all costs, since human engagement is a key USP for many brands.

Download this guide on call center reflection and discover new ways to optimize service capabilities and better serve your customers.