Organisations can evolve their customer service into profit centres by integrating their application and service infrastructure using a unified desktop technology, says Sheryl Kingstone of the Yankee Group.
Improving contact centre agility -
Part 1 | Part
2
Contact centre managers are expected to balance budgets while
maintaining customer service levels. Nowhere else in an enterprise
are costs and performance levels so closely scrutinised.
Yet many companies still struggle with escalating service
costs – which are directly associated with the cost of maintaining
and upgrading disparate systems and manual disconnected business
processes that increase agent call-handling times and decrease
customer satisfaction.
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