For many companies, language barriers increase as business
globalization becomes the norm rather than the exception.
Perhaps a call center agent cannot handle customer contact
in an unfamiliar language. Or a manager travels to a face-toface
meeting only to sit across a conference table from clients
wanting to speak in their own native language. Even within
your organization, teams across global geographies must
collaborate to achieve collective goals, but language barriers
often stand in their way.
Meanwhile, HR leaders are tasked with recruiting and
retaining top talent and L&D managers must align programs
with business goals. Each of these scenarios and areas of
responsibility have something in common: A clear need for
company-sponsored training to develop employees’ language
proficiency so they can engage successfully with colleagues
and customers anywhere.
Thousands of learners were surveyed about the impact of
language training with Rosetta Stone® business solutions.1
Published By: 8x8 Inc.
Published Date: Feb 13, 2017
The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience. That’s the conclusion of this 2016 survey by 8x8 and the Contact Center Network Group (CCNG) of 154 contact center professionals in the U.S. and UK. The November 2016 survey results uncover a range of trends and opportunities that highlight the importance of analytics, the increase in remote working, and the integration of more non-voice channels into the contact center.
Download this complimentary report to learn:
Major business drivers that are leading contact centers to cloud
Surprising top method for measuring and improving agent performance
Concerns and obstacles around moving to the cloud
Increased prevalence of remote working and key challenges reported
The most popular non-voice channels contact center managers would like to incorporate
In good economic times, success simply means keeping pace. After all, the market is demanding your company’s products and services, and your responsibility is simple: keep up with the demand no matter what it takes. Most managers, whether they are business managers or technology managers respond to this situation the same way. They hire more people to shoulder the increased load. Sales managers seek out more sales reps. Foremen bring more assembly workers online. Customer service beefs up the call center. And IT managers hire more administrators to maintain the constant flux of demands from users, applications, systems, and networks.
Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.
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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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