1、ebookEmbracing thePower ofPersonalizationOvercoming 3 Contact Center Challenges02Personalization is more than just a buzzword in business today its a necessity.More than 70%of consumers expect companies todeliver personalized interactions.To retain and improve customerloyalty in a highly competitive

2、 market,contact centers must focuson what McKinsey&Company calls the care of one,orhyperpersonalization.While technologies such as chatbots and automated decision treesare now the norm,they sometimes miss the mark on deliveringthose hyper-personalized interactions customers crave.But with afew small

3、 changes,delighting customers can be as simple asidentifying callers with a personalized opening message.That meansgoing from this:“Thanks for calling Company A.Your approximatewait time is five minutes.”To this:“Alex,thanks for being a CompanyA customer for two years.An agent will be with you in fi

4、ve minutes.We appreciate your patience.”To achieve small but impactful personalized experiences like theone above,contact centers need the right kind of data,technologies,and processes.In this eBook,well explain threechallenges that stand in the way of creating personalized care andhow to overcome t

5、hem.Challenge 1:Going from ReactiveCommunication to ProactiveCommunicationChallenge 2:Creating Consistent,Personalized care Across Every ChannelChallenge 3:Caring Not Only For YourCustomers But Your Agents030710IntroductionContents03Challenge#1Going from reactivecommunication to proactivecommunicati

6、onTraditionally,contact centers have taken a reactivecommunication approach to customer issues,concerns,orcomplaints.However,customers increasingly expect contactcenters to already understand and be ready to respond to theirneeds as soon as an agent comes on the line.This kind ofcommunication approa