A Gartner report affirms the tangible changes in the contact center environment and stresses the inevitable overlap between the previously independent contact center infrastructure (CCI) market and the contact center workforce optimization (WFO) market.
This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits.
Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.
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