The days of the salesperson being a trite, overused stereotype are over. Successful sales people today can message technologies and pivot based on end-user needs. To most of you out there, this is not a new revelation; customers often feel as if they know the product based on their own research. You cannot discount a customer’s opinion, they’re the one buying after all. But what if their conception of the product or service is downright incorrect? How do we correct the customer without bruising their ego while still ensuring the next colleague that touches this account is aware of said interaction? Without a contiguous record of interaction, this sales cycle will be prolonged if the customer ever decides to buy your product at all.
Seldom is there a silver bullet unless you’re hunting werewolves, but Contact Center as a Service (CCaaS) is about as close as you can come to it for an end-user. CCaaS software isn’t just for call centers anymore. It’s an opex model that allows for your customer service team to become a revenue generating center.
In 2020, brick and mortar organizations are being forced to change. Those that had trepidation are now forced into considering an aaS model. Customers already bought in are looking to double down.
Customers will invest more in CC software on the front end, but what kind of cost savings are being realized? Whether that’s through customer retention, fewer reps due to improved efficiencies or chatbots and AI, the technology is real and it’s here to stay.
In less than 15 minutes, you can widen your knowledge on CCaaS and become a certified expert on the subject. Enroll today to get started!
To enroll in this course, take the following steps:
- Log in at http://learn.tbicom.com/
- Scroll down to Technology Overview
- Select CCaaS Training
- Follow the instructions and begin learning!
If you haven’t already enrolled in the University of TBI, enroll here!