Take the Customer Care Excellence Quiz!

A lot has changed in a few short months. Businesses are shifting their strategies to create a sustainable path forward in an unpredictable world. But what hasn’t changed is customers’ high expectations with your brand across every touchpoint. That’s why organizations are re-examining their customer care strategies and empowering their teams to deliver excellent service and support. For many businesses, that means modernizing their communications and contact center tools to enable sales, service and support teams to work with customers from anywhere.

Take the Customer Care Excellence quiz to establish your biggest priorities, and we’ll instantly deliver the most helpful content to address your most significant spend management challenges.

1.What is your biggest challenge in delivering great experiences for customer service, support and sales?

My biggest challenge is to deliver an exceptional customer support experience My biggest challenge is to empower our contact center team to work productively from anywhere My biggest challenge is to help our inside sales team create deeper customer connections My biggest challenge is to create a more complete view of our customers and prospects

2.What is the primary focus of customer service and sales teams as your organization resets business strategy for Covid-19 recovery?

We are focusing on our workers’ health, well-being and productivity We are focusing on making more meaningful connections with customers and prospects We are focusing on applying new technologies and integrations to streamline service, support and sales efforts We are focusing on ways to deliver even better support and service to our customers

3.How would you describe the importance of delivering an exceptional customer support experience?

Delivering an exceptional customer support experience is most important to our organization Delivering an exceptional customer support experience is less important than creating a more complete view of our customers and prospects Delivering an exceptional customer support experience is less important than empowering our contact center team to work productively from anywhere Delivering an exceptional customer support experience is less important than helping our inside sales team create deeper customer connections

4.How are you evolving your sales strategies to ensure a successful future?

We want to empower sales teams to increase lead conversion We want to more tightly integrate key systems, such as CRM and contact center, to streamline workflow We want better align marketing and sales to improve lead quality We want to train sales and support teams faster and more easily

5.How would you describe the importance of empowering your contact center team to work productively from anywhere?

Empowering our contact center team to work productively from anywhere is most important to our organization Empowering our contact center team to work productively from anywhere is less important than helping our inside sales team create deeper customer connections Empowering our contact center team to work productively from anywhere is less important than delivering an exceptional customer support experience Empowering our contact center team to work productively from anywhere is less important than creating a more complete view of our customers and prospects

6.What is the biggest technology challenge with your current contact center solution?

Agents struggle to work remotely because of aging technology and systems Customers are often frustrated by an inconsistent experience when engaging with support over the phone, mobile app, web and chat Agents often need to escalate to subject matter experts, which increases resolution time Agents don’t have the complete picture of a customer or prospect’s relationship with our business

7.How would you describe the importance of more effectively managing the growing risk of cyberattacks?

Helping our inside sales team create deeper customer connections is most important Helping our inside sales team create deeper customer connections is less important than delivering an exceptional customer support experience Helping our inside sales team create deeper customer connections is less important than empowering our contact center team to work productively from anywhere Helping our inside sales team create deeper customer connections is less important than creating a more complete view of our customers and prospects

8.What would be the biggest benefit of integrating telephony capabilities directly into your CRM system, such as Salesforce?

Sales and support teams would spend less time switching among applications to do their jobs Salespeople would be able to reach more prospects and increase conversion rates Our business stakeholders would have greater visibility into the performance and challenges of our sales and support teams Support agents would reduce call handling times and offer more self-service options

9.How would you describe the importance of creating a more complete view of customers and prospects?

Creating a more complete view of our customers and prospects is most important Creating a more complete view of our customers and prospects is less important than delivering an exceptional customer support experience Creating a more complete view of our customers and prospects is less important than empowering our contact center team to work productively from anywhere Creating a more complete view of our customers and prospects is less important than helping our inside sales team create deeper customer connections

10.What is the greatest risk to your business success if customer service and support excellence is not sustained?

We risk losing meaningful connections with our customers We risk the ability to attract and retain the best sales, support and service talent We risk losing sales to competitors We risk being constrained by outdated or inflexible technology