White Paper: Top 5 steps to a world-class contact centre

Genesys has released a White Paper called ‘Top 5 Steps to a World-Class Contact Centre’.

Changes in customer behaviour and expectations are causing organisations to make dramatic shifts in how they engage with customers. The requirements for a world-class contact centre in this new environment have also shifted.

This White Paper explains the five key steps to keep in mind when building an outstanding contact centre in today’s rapidly changing customer landscape:

• Be sure you are measuring and acting on the right things
• Understand, embrace and take advantage of multi-channel engagement
• Put the right systems and infrastructure in place
• Continuously optimize your workforce
• Leverage customer insights from across the enterprise

Click here to download the White Paper