Table of Contents
New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer Experience, and proposes a set of recommendations to consider for building an omni-channel strategy....More »
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Untapped Sources of Data Promise Hyper Intelligence for Customer Service Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, ...
Plimsoll's CALL CENTRES (Global) analysis is the most definitive and accurate study of the CALL CENTRES (Global) sector in 2013. The report is split into two sections and uses both a written and graphical ...
The 2014 Worldwide Telemarketing Services Industry-Industry & Market Report, published annually by Barnes Reports, contains timely and accurate industry statistics, forecasts and demographics. NEW fo ...
... For empowering and augmenting their -making system across different user profiles. A bi solution can help contact centers consol data from the call center system, crm, telephony system etc ...
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