Published By: MindTouch
Published Date: Mar 18, 2019
Improving contact center efficiency remains a top priority for
most service professionals. Yet, the impetus for doing so has
shifted from a conversation about cost toward a greater focus on
the customer experience. The reason is simple: contact center
efficiency costs are intertwined with the customer experience.
Increasingly, controlling cost in the contact center depends
on the extent to which an organization can meet the growing
demand for A+ customer self-service experiences. When I have
a question, customers now ask, is it quick and easy to find an
answer? Three important pillars of contact center efficiency now
depend on the answer to this question.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
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