Today’s consumers are chronically pressed for time, constantly juggling responsibilities between home and work, and turning to technology to help simplify their lives. They depend on Facebook to track birthdays, GPS to get where they’re going, and smart phones for just about everything. Most of all, consumers want things to be easy. And nowhere is this simple fact more true than in in the contact center. So, what can companies do about it?
One area to focus on is ....