According to this ContactBabel report, contact centers are looking to the cloud to add flexibility and functionality as well as improve their existing systems. Along with insights and key statistics on the business drivers, technology and market for cloud-based contact center solutions provided in the report, we answer questions posed by end users who are looking to take advantage of cloud-based solutions.
This major report from ContactBabel studies the performance, operations, technology and HR aspects of UK contact centre operations. The report found that organizations that use automated intraday management with their WFM tools are far happier than using tools that force them to carry out such activities manually.
What's the #1 way a company could improve customer service? Great question, right? OneReach wondered, too, posing the question to 63 industry influencers, including Intradiem CEO Matt McConnell, for their take on what companies could do to deliver exceptional customer service. In this report you'll read their very thoughtful — and insightful — answers.
How you've been delivering customer service isn't going to work to satisfy your customers now and in the future. This report from DMG Consulting takes a look at the fundamentals — omni-channel interactions, KPI metrics, employee engagement and training, and the supporting technology — that must be addressed if a service organization is to deliver truly excellent service. According to the report, the customer service revolution will require organizations to be responsive and proactive if they are to meet the demands of today's more empowered customer.