Intelligent Customer Front Door: A concept whose time has come

Overview

Customer loyalty is a two-way street. Businesses around the world are finding greater success at winning, serving and retaining customers when they are able to respond quickly and effectively whenever they call.

Implementing the intelligent Customer Front Door (iCFD) is an incremental process that involves integrating self-service and intelligent routing with contact center applications. Many firms are farther along than their managers might think in terms of implementing iCFD.

This document illustrates a simple set of “steps toward iCFD” to help you anaylse your customer service and potential for improvement.