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Building the Brand Experience in Call Centers [INFOGRAPHIC]

Healthcare bot for call centers during COVID-19 crisis

How customers engage and interact with brands is becoming the biggest focus for those who want to stay ahead of their competition in 2019 and beyond. If you’re in a crowded marketplace and your prices are competitive, what more can you really offer? A better customer experience. It’s become paramount.

When it comes to making a purchase, 64% of people find customer experience more important than price. (Gartner)

Building a Comprehensive Brand Experience

Building a comprehensive brand experience extends far past your logo on your business cards, purchase path on your website, and event activations. Brands that continue to provide outstanding service to the customer outside of the point of purchase are building customers for not just a single satisfied sale, but for a lifetime.

Self-service communities are often the first step to case deflection, but studies show 79% of people still prefer to talk to a call center representative on the phone for complex issues. (Nuance)

With the call center rep acting as the front line for your brand, call center scripts, a rich knowledge bank, and having agents properly trained on how to use it all is more important than ever for building your brand experience. People want to engage with brands they know, like, and trust, and with which they can always expect a positive experience on all available channels.

How To Build on the Brand Experience in Call Centers

Salesforce shared an infographic that covers the building blocks that all call centers need to set have, primary call center metrics used to measure success, and key components of a winning call center script. What would you add to this? Let us know in the comments below or on Twitter at @PRFTSalesforce
Call Center Best Practices: 6 Things A Rep Should Never Say

Via Salesforce

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Marisa Lather, Marketing Manager

Marisa Lather is the Employment Branding Marketing Manager at Perficient and is proudly dedicated to developing the Perficient culture. Known as @MarketerMarisa, she is a data-driven design thinker who specializes in creating aesthetic brand experiences that delight. With an inbound marketing specialization in multimedia content creation and engagement, she develops and executes omnichannel campaigns, blending online and offline worlds to create data-informed content and affinity-building experiences for brands. She is actively engaged in the national marketing community, blogs about modern business, personal development, marketing, and more at, and speaks at conferences around the country. Connect with Marisa on LinkedIn and follow @MarketerMarisa on Twitter, Instagram, Facebook, and Pinterest.

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