Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
As 56% of all American adults are now smartphone users, the number of potential customers and customer interactions via mobile is exploding. "Mobile represents a cultural shift in our society, and contact centers need to engage their customers in a way that recognizes this shift," says Eric Camulli, vice president of marketing at technology vendor Virtual Hold Technology.
In this exclusive e-guide, learn more from Camulli and other experts from Forrester Research, Inc. and Ovum as they discuss the emergence of mobile contact center apps for creating a better customer experience. You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI) to measure:
- Customer satisfaction
- And more