Agile innovation is required to enable contact centers to incorporate an increasing number of interactive channels for customer engagement and to ensure top-notch customer service.

In today’s increasingly customer-centric world, companies and businesses must take a more agile approach to meeting the needs of their customers. Since much of customer contact occurs through two main channels – call centers and online portals – companies should focus their efforts on improving these areas.

With a growing percentage of customer interaction now taking place digitally – a mix of social media, SMS, web chat, Facebook, etc. – it makes sense to ask how best to integrate all of this to provide the customer with both To offer the best possible experience in both pre-sales and post-sales areas.

As a result, companies – especially those that rely primarily on B2C relationships – must adapt better and advance the necessary, constant development of agile to ensure communication in an ever-growing number of channels.

As the number of these channels continues to expand, the technology behind them is paradoxically and fortunately converging more and more with the emergence of features such as WebRTC communications. WebRTC can turn browser-based chats into real-time conversations with interactive audio and even video. Call centers need to be made aware of these developments to ensure effective customer communication and service.

To achieve this, companies must be able to continually improve their call center technologies. You need to work with vendors to understand and stay ahead of new developments. This requires agility, not only in terms of introducing and integrating new technologies, but also in terms of adapting business processes and designing the best possible ways to support new channels and forms of interaction with the customer.

As a result, companies need technology partners who can not only keep up with the necessary continuous innovation, but whose expertise also stays one step ahead of the changing customer behavior that drives the acceptance of such innovations. A timetable is all well and good. However, if this roadmap cannot be adjusted to accommodate or anticipate customer behavior, then companies will be left behind.

That’s why jtel is the perfect partner. Our solutions are developed according to agile processes. This means we will continue to be at the forefront, ensuring new ideas are implemented quickly and you benefit from them quickly. If you are always one step ahead of today’s rapidly evolving customer needs, you can position your company more efficiently and at the same time offer the necessary excellence in customer service on all channels and across all media. Contact jtel today and find out what we can do for you!