Customers expect call centers to know everything about them — their order history, what they’ve posted about the brand on Facebook, and how long they’ve bought from the company. Increasingly, companies are beginning to keep up with that expectation, and the more they do, the better customer service they can provide.
“A real-time 360-degree view of the client is incredibly important,” said Sid Probstein, CTO and cofounder of Attivio. “It’s the difference between good service and bad service.”
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See Customers Clearly Now
Posted by: Vivian Wagner February 4, 2013 05:00 AMCustomers expect call centers to know everything about them — their order history, what they’ve posted about the brand on Facebook, and how long they’ve bought from the company. Increasingly, companies are beginning to keep up with that expectation, and the more they do, the better customer service they can provide.
“A real-time 360-degree view of the client is incredibly important,” said Sid Probstein, CTO and cofounder of Attivio. “It’s the difference between good service and bad service.”