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
Author: Megan Jones
Published On: 5th Feb 2014 - Last modified: 12th Dec 2018
Read more about - Archived Content, Genesys
