Today, workforces are dealing with a fundamental shift in how they interact with customers. Digital business is creating an environment of constant change in the way customers interact and their expectations for problem resolution. For small- and medium-sized businesses (SMBs) to stay current, the ability to meet these changes can be the difference between success and failure. It has become essential to align processes, management and staffing of the workforce to better ensure success.
Perhaps the single most important change and the biggest challenge SMBs are experiencing is the movement to multichannel communications with customers. As new digital communications options are adopted by customers, organizations must follow suit. In the contact center, it’s not just managing traditional voice communications, but also chat, email, social, text and video as well.