Traditional and emerging platforms alternatively co-exist and compete for the
mindshare of a public that engages with media on its terms. Delivery mechanisms that let consumers choose when, where, and on what device have sparked new growth in a legacy industry.
Beyond the business aspect is the social impact. People do not just watch or listen
to programs; they also engage in forums where they discuss the topics involved, offer reviews and recommendations, and interact in ways that were impossible just a
few years ago.
In a multi-device, multi-platform world, the challenge is knowing where your consumers turn for content, at what times of the day, and for what reasons. This involves the strategic application of data to target messaging more effectively to the relevant audience segment. A contact center is a hub of data; we often know more about customers than they know about themselves.
The proliferation of content providers means more of a need for customer support, whether to answer questions or troubleshoot issues with a device or app. This also dovetails into the broader customer experience – are issues handled in a timely manner? Are users satisfied? Does one call solve the problem? These are questions we face every day, always seeking to do things a little bit better, because customer satisfaction is the gateway to customer loyalty.
Streamlining your business and back-office processes to drive greater efficiencies and performance:
Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.
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