Evaluating customer service software can be hard. Even for the most experienced CX professional. After all, selecting the right customer service software requires juggling a wide range of priorities across the organization. Priorities defined by line-of-business (LOB) managers, contact center leaders, and IT teams. As someone leading the charge for changein your organization, here’s what you need to keep in mind to make the right choice: The last few years dramatically altered the way customers engage with businesses. Physical constraints took them to
digital platforms, forcing businesses to embrace a digitalfirst mindset to meet them there. Today, customers expect the ease and convenience of engaging online — while also craving for the connection and empathy of personal interactions. For business leaders, this signals a need to design and deliver a seamless, digital-first omnichannel support strategy for the business.
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