Loyalty. It’s a word often used in a customer experience context. To stay competitive, companies must strive to create a loyal customer base. Employee loyalty is an essential ingredient for providing a competitive level of service. And, remaining loyal over time to reliable vendors builds consistency and is regarded as a smart business decision.
Yet, there are times when remaining loyal to an aging contact center solution may prove to have a far-reaching, negative impact on your customer experience, competitive positioning, and business results.
Known for his humor, baseball legend Yogi Berra, once said, “When you come to a fork in the road, take it.” This clever one-liner comes to mind when I’m facing a complex decision. However, decision-making is no joke for companies at the crossroads of meeting soaring customer expectations and maintaining an outdated contact center. The dilemma is whether to continue to invest in technology from an existing vendor with an uncertain future or make a forward-thinking decision to choose a future-proof contact center solution from a provider that shows a track record for success, innovation, and financial stability.