In today’s multi-channel contact center, new technologies create new customer satisfaction issues and expectations, especially if agents are not cross-trained to handle multiple contact methods. Contact center managers and agents need to understand the trends that are affecting client communications, in order to be able to offer the best customer experience Best Practices in Knowledge [...]
Welcome back! Now you can name at least 2 of the contact center industry’s 15 top trends of 2015 that are or could be affecting the way you do business.(Hint: #1 = Mobile Customer Care and #2 = Multichannel Contact Centers.) Don’t just sit there! Read the whole article on Trend #2, “Multichannel Contact Centers,“ [...]
Can you name 15 trends in the contact center industry, especially the Top 2015 Trends that are or could be affecting the way you do business? By reading this article on Trend #1, you are on your way to not only being conversant in the top trends, but to learning how your business can benefit [...]