Sustainable Technology Enabling Businesses
Today’s savvy business leaders know that the best way to ensure success is to put the customer experience first. Incorporating new channels such as mobile and social into the traditional contact centre – and applying analytics to the resulting bonanza of information –can go a long way toward improving that experience. So can supporting a dispersed workforce, including agents who work from home or remote locations; and being able to scale staffing as needed to support increases in customer interaction during seasonal busy times or business growth.
Legacy contact centre systems have become too expensive to maintain, upgrade, and integrate with newer contact channels and high-value applications such as analytics. This especially impacts organizations with limited in-house resources to implement and maintain such complex systems. And yet, a modern contact centre is a must for organizations of all sizes –but most especially for mid-size companies that, until now, may have lagged behind their larger counterparts when it comes to delivering truly exceptional customer experience.